- Kuala Lumpur City Centre, Kuala Lumpur
- Customer Service – Call Centre (Call Centre & Customer Service)
- Full time
- Add expected salary to your profile for insights
Executive, Customer Happiness
We are a travel-tech company, the world’s best low-cost airlines for 11 years in a row, and an umbrella of tech startups encompassing E-wallets, E-commerce, Logistics and so much more. With over 500 million customers flown and over 160 destinations to date, we’re looking for the best and brightest to join us in enabling flying possible for everyone. We’re fast, we cut bureaucracy and we have a ton of fun while doing it. Join our 24,000 Allstars across 25 countries today! Customer Happiness Executive.
This role is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email. Here’s what an ordinary day looks like :
- Handle hard complaint case escalations from the management team
- Handle cases received from respective countries’ authorities (such as MAVCOM, CAB, MIAA etc)
- Handle viral or potential viral cases
- Provide call out to the guest if necessary
- Act as a referral
- To handle teams’ escalation received from all channels (such as Web, Social, Live Chat, Letter, Email, walk-in guests etc)
- Analyse the escalated cases from the team and work with Training & Development Team on the training required
- As a contingency plan, the team will process move flight requests and monitoring
- Other duties as assigned
- Provide quality and timely customer service via the organization’s digital channels by responding directly to customer questions, feedback, and complaints in live chat,social and web.
- Creatively and accurately articulate responses via excellent written communication skills regarding AirAsia products and services.
- Follow required procedures and processes to resolve customer inquiries or complaints; Assist customers with learning how to use and where to find AirAsia products and services.
- Assist Customer Experience team to identify and report system trends and abnormalities. Use a computer to accurately record customer interactions or support transactions; Generate sales or do upselling while providing exceptional service to meet personal and team sales target.
- Remain current in the airline by acquiring products and services information, latest details and industry related news which impacts support.
- Participate in training and development activities.
- Other duties as assigned.
This job is ideal for you if you also:
- Diploma/Bachelor’s Degree holder.
- Having previous customer service experience would be an added advantage.
- Able to work on 24/7 shift rotation including weekends & public holidays.
- Able to work on midnight shift.
- Must have excellent verbal and written English and additional language of either Chinese/ Tagalog/ Thai/ Vietnamese/ Indonesian/ Korean/ Japanese communication skills, any other additional languages is greatly welcomed.
- Well-organized and detail-oriented and able to multitask. Ability to work with very minimal guidance or supervision and strong time management skills.
- Must be an assertive team player with high energy to work in a fast-paced environment.
- Medically fit – Mentally and physically.
**AirAsia is an equal opportunity employer and due to the volume of applicants only shortlisted applicants will be notified.
APPLY AT :- JOBSTREET MALAYSIA – AIRASIA