Customer Happiness Executive (JR0022327)

Jawatan Kosong Customer Happiness Executive (JR0022327) di [SYARIKAT]

KETERANGAN JAWATAN KOSONG

Responsibilities.

The Client Support/Groupdesk Executive will be responsible for assisting phone, LiveChat, and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries. The job scope will cover client support located in the Philippines, Indonesia, Thailand, Japan, Malaysia, China, Korea, India,  and Australia. This role will ensure that the daily KPI and SLA are met both individually and in the team. All necessary assistance must be delivered within a time frame. It is expected that smooth operation and urgent matters are attended to in a timely manner.  Global Operating Hours: 24 hours by shift (0600H-1300H, 0900H-1900H, 1200H-2100H, 2100H-0600H)

Duties 

• To deliver an exceptional quality of service to: 
• Travel Agencies
• Regulatory Agencies
• Government sectors
• Corporate
• Shareholders, ministries, and members of the parliament (if applicable)
• Internal clients such as SnD, Corporate, Groupdesk, and Government department

Assistance on:

• Booking inquiries/assistance
• Change of Flights includes application of SRO
• Add-Ons
• Booking System failure – ISR
• Issue voucher and sponsorship
• Feedbacks

To ensure service deliverables meeting the following KPI:

• Emails  are answered within 24 hours 
• Email and Phone cases are resolved within 24 hours 
• Livechat is answered within 3 minutes
• Escalations from Ministries, government, shareholders, sales and distribution, corporate, internal departments are attended to and resolved within 3 hours.
• Inbound SLA (70% answered in 30 secs)
• Internal emails attended 
• Voicemail assistance within 24 hours

For Groupdesk Role

• Ensure Group booking policies are followed as per SOP

Creating a high-performing culture:

• participate in developing the team camaraderie 
• provide open communication with the team and recommend improvements for the group’s benefits

We are all different – one talent to another – that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best. We are committed to creating a diverse work environment and are proud to be an equal-opportunity employer.

Search Firm Representatives –

AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

We are all different – one talent to another – that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best. We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

Search Firm Representatives – AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

Maklumat Tambahan Jawatan Kosong

Tahap Pekerjaan : Junior Executive
Kelayakan : Services, Customer Service
Pengalaman Kerja : 2 years
Jenis Kerja : Full-Time
Pengkhususan Kerja : Services, Customer Service / 505, 134

Maklumat Syarikat Majikan, [SYARIKAT]

Find your career destination with AirAsia! 

It all starts here. 20 years ago, a dream took flight – shaping and forever changing the travel industry in Asia. The idea was simple – make flying affordable for everyone.

We started off as just an airline, but today we are now something much, much more. From a network of gateways and getaways, our businesses now include making logistics and banking more accessible (Teleport, BigPay), linking farms with businesses (airasia grocer), and offering online tech education and entrepreneurship (Redbeat Academy). airasia Super App, our one-stop travel, e-commerce and fintech platform, offers more than 15 lines of products — from travel to lifestyle to finance, there is something on airasia Super App for everyone.

Wait no more and visit our career page and be part of our Allstars family.

Maklumat Tambahan Syarikat [SYARIKAT]

Saiz Syarikat : More than 5000 Employees
Masa Pemprosesan Permohonan : 11 days
Industri : Aerospace / Aviation / Airline
Elaun dan Lain-lain : Dental, Education support, Medical, Loans, Sports (e.g. Gym), Vision, Regular hours, Mondays – Fridays, Casual (e.g. T-shirts), Travel benefits
Lokasi : Selangor
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