Executive, Customer Happiness (Mandarin Speaker)

Job Description

Job Summary
To support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email. Here’s what an ordinary day looks like :

Job 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.​

Job Requirements

• Degree level with a minimum credit in English.

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

• Excellent verbal and written English communication skills.

• Proficient in Mandarin, both spoken and written.

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

• Able to work shifts, including weekends, evenings, and public holidays as scheduled.