Executive, Customer Happiness

Job Description

Job Summary

The Officer is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email.

Job Responsibilities

• Provide quality and timely customer service via the organization's digital channels by responding directly to customer questions, feedback, and complaints.

• 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.

Job Requirements

• Degree Level with a minimum of credit in English.

• Proficiency in other languages such as Bahasa Indonesia, Mandarin, Korean, Japanese or Vietnamese is a plus.

• Minimum 1 year of related customer service experience and/or training preferred.

• Must have excellent verbal and written English communication skills.

• Well-organized and detail- oriented and able to multi-task.

• Must be able to work on shift including weekends, evenings and public holidays as scheduled.

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.