Job Description
AirAsia: Asia’s leading airline was established with the dream of making flying possible for everyone. Since 2001, AirAsia has swiftly broken travel norms around the globe and has risen to become the world’s best. Driven by the Dare to Dream spirit, we pride ourselves on being the region’s largest low-cost carrier, serving 27 countries and over 130 destinations. We're not confined by walls, except when we need to answer the call of nature, so all departments mingle every day. As we embrace new technology to become a digital airline, services like BIG Duty Free, BIG Pay, BIG Loyalty, Touristy, ROKKI and Xcite Inflight Entertainment will be an exciting evolution, placing us ahead of the game. Are you in? AirAsia is set to take low-cost flying to an all new high with our belief, "Now Everyone Can Fly".
About the Role
Reports to Assistant Manager, Customer Happiness
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. The incumbent will support both English languages.
Work Arrangement
Working at the Jakarta HQ office /work from home under BCP arrangement.
Responsibilities
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.
Desired Skills & Experience
Bachelor's Degree holder.
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 English and additional language of either Chinese/ Tagalog/ Thai/ Vietnamese/ Indonesian/ Korean/ Japanese communication skills any other additional languages is greatly welcomed.
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.
A good master of Global Distribution System (GDS) is a plus.
What We Can Offer
Free flight tickets & ID90 for friends & families
Annual leaves & medical leaves per year
Medical Insurance (Inpatient & Outpatient)
Relocation Opportunities
Flexibility to work from home
Yearly performance bonus
AirAsia is an equal opportunity employer and due to the volume of applicants only shortlisted applicants will be notified.
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 the best. We committed to creating a diverse work environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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 for this position 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. Where agency agreements are in place, introductions are position-specific.
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