Job Title : Customer Happiness Executive - Groupdesk Chinese Speaker
Location : Sepang
Company : AirAsia
Salary :
Open Date : 2023-02-09
Close Date : 2023-06-09

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 the 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 the team. All necessary assistance must be delivered within a time frame. It is expected that smooth operation and urgent matters are attended 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

Share holders, ministries, and members of the parliament (if applicable)

Internal clients such as SnD, Corporate, Groupdesk, and Government department

Assistance on:

Booking inquiries/assistance

Change of Flights includes application of SRO

Add-Ons

Booking System failure - ISR

Issue voucher and sponsorship

Feedbacks

To ensure service deliverable at met with the following KPI:

Emails are answered within 24 hours

Email and Phone cases are resolved within 24 hours

Livechat are answered within 3 minutes

Escalations from Ministries, government, shareholders, sales and distribution, corporate, 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 policy 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 benefits

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.

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