**Job Title:** Account Support Officer - Work from Home
**Company:** AirAsia Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Entry Level
**Years of Experience:** 1
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**Job Description:**
As an Account Support Officer at AirAsia Group Berhad, you will play a critical role in enhancing the customer experience by providing exceptional support and service to our clients. This entry-level, part-time position allows you to work from the comfort of your home while being a vital part of our dynamic team. The ideal candidate will be independent, highly motivated, and equipped with strong decision-making and adaptability skills.
### **Key Responsibilities:**
1. **Customer Support:**
- Respond to customer inquiries via various communication channels, including email, chat, and phone.
- Provide accurate information regarding account status, transactions, and services offered by AirAsia.
- Assist customers with account setup and troubleshooting any account-related issues.
2. **Account Management:**
- Monitor customer accounts to ensure accuracy and compliance with internal policies and procedures.
- Flag any discrepancies or concerns related to customer accounts for further investigation.
- Update and maintain customer records in the database accurately.
3. **Problem Resolution:**
- Utilize critical thinking and decision-making skills to resolve customer issues promptly and efficiently.
- Collaborate with other departments to escalate complex issues and provide timely solutions to customers.
- Follow up with customers to ensure issues are resolved and maintain a high level of customer satisfaction.
4. **Documentation and Reporting:**
- Document interactions with customers comprehensively to ensure the history of customer interactions is accurate and easily accessible.
- Generate weekly reports on common customer inquiries and issues to identify trends and areas for improvement.
5. **Collaboration and Teamwork:**
- Work closely with the sales and operations teams to provide seamless account support and customer service.
- Participate in regular training and team meetings to enhance product knowledge and service delivery skills.
- Share insights on improving processes and customer experiences.
6. **Adaptability to Change:**
- Stay informed about the latest AirAsia services, offers, and policies to provide updated information to customers.
- Demonstrate flexibility in adhering to evolving customer support protocols and procedures.
### **Requirements:**
- **Education & Experience:**
- Minimum of one year of experience in customer support or a related field is preferred.
- A high school diploma or equivalent; relevant degrees (e.g., Business, Communications) are a plus.
- **Core Competencies:**
- Strong decision-making abilities to assess situations and make informed choices that benefit the customer and the company.
- Adaptable and open to change in a fast-paced working environment.
- **Personality Traits:**
- Independent and self-motivated; able to work autonomously while remaining accountable for results.
- Enthusiastic about learning and growing within the role.
- **Soft Skills:**
- Excellent verbal and written communication skills in English (proficiency in additional languages is an advantage).
- Strong interpersonal skills with the ability to build rapport with diverse customers.
- **Technical Skills:**
- Proficient in using computer applications, including Microsoft Office Suite (Word, Excel, PowerPoint).
- Experience with customer relationship management (CRM) tools is a plus.
### **Benefits:**
- Vision insurance
- Travel opportunities within the AirAsia network
- Parental leave policies
### **Working Environment:**
At AirAsia, we foster a culture that embraces change and responds resiliently to challenges. As an Account Support Officer, you will thrive in a collaborative environment that values creativity, feedback, and continuous improvement.
**Deadline to Apply:** October 6, 2024
**Equal Opportunity Statement:**
AirAsia Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all individuals, regardless of background, and do not discriminate based on race, gender, age, sexual orientation, disability, or any other status.
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If you are passionate about providing exceptional customer support and have the desired skills and traits, we invite you to apply and join our innovative team at AirAsia.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
