PT Air Asia Indonesia Tbk

Executive, Customer Happiness

Job Description :

Executive, Customer Happiness :

• This specialized role supports Any Airlines and other AirAsia MOVE products and services by providing quality, timely, and effective customer support through various digital channels such as chat, email, and outbound calls (if necessary). The incumbent will support both English and other languages.

Here’s what an ordinary day looks like :

• Provide quality and timely customer service by responding directly to customer questions, feedback, and complaints regarding both AirAsia products and all other non-AirAsia products and services under AirAsia MOVE with the main focus on Any Airlines.
• Creatively and accurately articulate responses via excellent written communication skills to ensure effective and efficient resolution.
• Follow required procedures and processes to resolve customer inquiries or complaints; assist customers with learning how to use and where to find both AirAsia products and other non-airline products and services under AirAsia MOVE.
• Assist the Customer Experience team in identifying and reporting 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 targets.
• 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.

This job is ideal for you if you also have :

• Diploma/Bachelor’s Degree holder
• Previous experience using GDS such as Travelport, Galileo, Amadeus, and Sabre is an advantage
• An extensive product and process knowledge of AirAsia Super app products and services especially Any Airlines
• A can-do attitude, leadership and people skills, and keen attention to detail
• A good understanding of Salesforce and data collection that aid in decision-making, interpretation, and presentation to stakeholders
• 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 the 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 are 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