Job Description
Summary:
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.
What Youll Champion:
- 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.
Who You Are:
- Diploma/Bachelors Degree holder in any field.
- 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 communication skills in both English and Mandarin.
- 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.
Where Youll Go:
Dispatcher to captain, ramp agent to data analyst, brand executive to CEO - these are some Dare To Dream stories of our Allstars. Based on your performance and contribution in this role, you’ll grow into becoming a Senior Executive, Customer Happiness, Quality Assurance or other similar roles internally. In this role, you’ll grow to a senior position or lateral as a quality check and audit.
What Youll Enjoy:
- Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.
- Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities.
- Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.
- Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners.
- A unique Allstar culture like no other
Our Hiring Process:
- Application received
- Candidate screening
- Interview(s) and assessment(s) - Typing test and english test
- Background check and/or other assessments
- Offer and negotiation
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.