Job Description
Executive, Customer Happiness
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/assistanceChange of Flights includes application of SRO
Add-Ons
Booking System failure - ISR
Issue voucher and sponsorship
Feedbacks
To ensure service deliverables meet the following KPI:
Emails are answered within 24 hours
Email and Phone cases are resolved within 24 hours
Live chat is answered within 3 minutes
Escalations from Ministries, government, shareholders, sales and distribution, corporate, and 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 benefit.
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.
