Yours truly was over at the UOA Business Park, near Glenmarie recently to witness Mindpearl, a leading customer support provider to the aviation industry, open its fifth base here in Malaysia. This is to establish a reliable customer support solution in the Asian region.
The view from the office was certainly magnificent....
For those of you who do not know it, Mindpearl is an inbound multichannel customer support. They work across multiple verticals from their quality, strategically located centres in Australia, Spain, South Africa and Fiji.
And recently, in August 2016 Mindpearl has expanded their international footprint with a fifth location here in Kuala Lumpur, Malaysia.
The office complement Mindpearl's existing global footprint and strengthen its existing multilingual, follow the sun service offering. Mindpearl is currently strategically located in Australia, Spain, South Africa and Fiji.
Being an international, award winning, multilingual contact centre, Mindpearl know that their staff and the relationships they have with their clients are their greatest and most valuable assets. Because of this, they work tirelessly to embody their clients’ brands. They term this client experience: Our people, your brand.
“This is yet another milestone achievement for Mindpearl and our airline industry clients where our award winning customer support centres across the globe allow us to develop and deliver a superior relationship between our clients and their customers,” said William Pattison, Chief Executive Officer at Mindpearl in his speech to the media.
The Malaysia office is ideally positioned as a strategic business hub for trade and services, thus allowing stimulation of economic development in various industries. The Malaysia office will cater for the needs of its clients in various languages including English, Malay, Bahasa Indonesia, Mandarin, Cantonese, Japanese,Korean, Vietnamese, Thai, Tagalog and Khmer.
Mindpearl Malaysia has also been awarded the MSC status by the Malaysia Digital Economy Corporation (MDEC) which allows them to enjoy various benefits from the government.
Ir. Siva Ramanathan, Chief Strategy Officer of MDEC said, “Having Mindpearl open an office here speaks volumes in terms of Malaysia’s readiness in supporting global demands. We are proud to have Mindpearl as one of our MSC-status companies and we look forward to building a strong and fruitful relationship with them.”
The strategic opening of Mindpearl's office in Malaysia is also due to the country's sophistication in transport infrastructure and legislation designed to streamline compliance processes.
The Malaysia office opening kick started another significant milestone achievement when the country's national carrier, Malaysia Airlines, awarded Mindpearl its global contact centre contract. Mindpearl will service Malaysia Airlines globally through two of its offices situated in Malaysia and Fiji. Previously, Malaysia Airlines operated its customer support centre from several locations, including their head office in Kuala Lumpur, Malaysia.
The partnership between Mindpearl and Malaysia Airlines will allow Malaysia’s national carrier access to more sophisticated technologies, enable operational inefficiencies, eliminate fragmentation, promote improvement through standardisation and ultimately enhance the overall customer experience.
Pattison added, “‘Malaysia Airlines’ global customer contact centre is a critical function since this enables direct interface and drives engagement with Malaysia Airlines’ customers. Hence, an area where customer experience is of paramount importance. We are delighted that Malaysia Airlines has selected Mindpearl as their preferred global contact centre partner.
We will proudly represent Malaysia Airlines and embody the Malaysia Airlines brand as ambassadors to the world.’ Also present at the grand opening of Mindpearl's office in Kuala Lumpur was MAB Senior Management from Malaysia Airlines together with the management of Mindpearl including Alan Graham, Chief Commercial Officer and Rene Rutgers, General Manager of the Malaysia office.
We were dully impressed by the glitter speed artist who created her artwork in just mere minutes for each of the company that partnered Mindpearl at the launch... she was just so quick with her work...