Executive, Customer Happiness

Job Description

Job Summary

The Officer is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email.  

Job Responsibilities

• Provide quality and timely customer service via the organization’s digital channels by responding directly to customer questions, feedback, and complaints.

• 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.

Job Requirements

• Degree Level with a minimum of credit in English.

• Proficiency in other languages such as Bahasa Indonesia, Mandarin, Korean, Japanese or Vietnamese is a plus.

• Minimum 1 year of related customer service experience and/or training preferred.

• Must have excellent verbal and written English communication skills.

• Well-organized and detail- oriented and able to multi-task.

• Must be able to work on shift including weekends, evenings and public holidays as scheduled.