Group Desk Insurance Specialist (Sepang)

Job Brief:

Join our team in Sepang as a Group Desk Insurance Specialist, you'll handle travel insurance inquiries, manage bookings and changes, and process add-ons like baggage and seats. You'll also assist customers with claims, payments, and product details while ensuring accurate passenger records. Strong communication, organization, and booking system skills are key. Reporting to the Group Desk Head, this role may require occasional extended hours.

Job Responsibilities:

1. Inquiries Management:

• Email Inquiries Handling: Respond promptly and professionally to all inbound email inquiries related to AirAsia Travel Insurance, ensuring accurate and timely resolution of customer concerns.
• Add-On Services Management: Process and manage requests for additional services, including travel insurance, baggage, seats, meals, and sports equipment, ensuring seamless customer experiences.
• Passenger Name List Management: Accurately upload and maintain passenger name lists for group bookings, ensuring compliance with airline and insurance requirements.
• Flight and Booking Adjustments: Coordinate and process customer requests for flight changes, name amendments, seat releases, cancellations, and special requests, ensuring customer satisfaction and adherence to policies.
• Insurance Expertise: Act as the primary point of contact for all travel insurance-related matters within the Group Desk, including product benefits, claims assistance, onboarding, and general inquiries.

2. Booking Creation and Management:

• Booking Creation: Create and manage bookings based on valid Flight Requests (FR) received from agents or customers, ensuring accuracy and compliance with airline policies.
• Insurance Cross-Selling: Proactively cross-sell travel insurance to agents or customers when Flight Requests are received without insurance add-ons, highlighting the benefits and value of the Travel Insurance.
• Fare Override Requests: Submit fare override requests to the Revenue and Revenue Control (RRC) team and diligently follow up to ensure timely resolution.
• Booking Confirmations: Confirm bookings and communicate details to agents, ensuring all necessary documentation and insurance add-ons are included.
• Audit Report Maintenance: Regularly update and maintain the Group Desk Audit Report to ensure accuracy and compliance with internal and external audit requirements.

3. Payment Collection and Follow-Up:

• Payment Oversight: Manage the collection of payments, including Booking Service Fees (BSF), deposits, and full payments, ensuring timely and accurate processing.
• Payment Reminders: Send timely payment reminders to agents to ensure payments are received within the stipulated deadlines, minimizing delays and discrepancies.

Job Requirements:

• A minimum of one to two years of working experience in group desk operations, customer service, or travel insurance is preferred. Fresh graduates with internship experience related to marketing support or insurance lines are welcome to apply.
• Detail-oriented with the ability to handle complex booking and payment processes, ensuring accuracy and compliance.
• Proficient in using booking management systems, email communication tools, and Microsoft Office Suite.
• This position operates primarily in an office environment at Sepang, which has standard working hours.
• Ability to work independently and collaboratively as part of a team, fostering a positive and productive work environment.
• Excellent command of both written and spoken English and other languages will be a plus.

Diversity & Inclusion Commitment

The Company is committed to providing equal employment to all individuals regardless of their race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status or any other characteristic protected by applicable laws.

We try make sure everyone has a fair chance to work with us, no matter where they're from or who they are. We believe having different kinds of people on our team makes us better and more creative. Our friendly environment is all about treating every person with respect and making sure everyone's ideas count. We want people from all all walks of life to apply and be part of our mission to create a place where everyone is welcome and valued.