**Job Title: Client Support Manager**
**Company:** AirAsia Group Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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### Job Description
AirAsia Group Berhad is seeking a highly motivated and experienced Client Support Manager to join our dynamic team in Johor Bahru. This part-time position is ideal for an individual who is hardworking, independent, and passionate about providing exceptional service to our clients. As a Client Support Manager, you will play a crucial role in enhancing client satisfaction and fostering long-term relationships by addressing client needs, managing support teams, and implementing effective support strategies.
### Key Responsibilities
- **Client Relationship Management:**
- Develop and maintain strong relationships with key clients, ensuring their needs and expectations are met or exceeded.
- Act as the primary point of contact for escalated client issues, ensuring timely and effective resolution.
- **Support Operations Management:**
- Oversee daily client support operations, ensuring efficient service delivery and adherence to established processes.
- Monitor support metrics and report on performance to identify trends, opportunities for improvement, and necessary adjustments.
- **Team Leadership:**
- Lead and mentor a team of support agents, providing guidance, training, and performance feedback to ensure high levels of service.
- Encourage collaboration and create a supportive and motivating work environment.
- **Strategy Development:**
- Collaborate with management to design and implement strategies aimed at enhancing client support services and increasing client satisfaction.
- Analyze client feedback and leverage insights to improve services, processes, and overall customer experience.
- **Problem-Solving and Decision-Making:**
- Utilize creativity and critical thinking to address complex client issues and develop innovative solutions.
- Make informed decisions that align with company policies and client needs, ensuring prompt resolution of issues.
- **Reporting and Analysis:**
- Prepare and maintain reports on client service metrics, performance analysis, and feedback, sharing insights with upper management.
- Continuously evaluate support processes and implement changes to enhance efficiency and effectiveness.
- **Cross-Department Collaboration:**
- Work closely with other departments, including Sales, Marketing, and Technical Support, to ensure a unified approach to client service and problem resolution.
- Coordinate with internal teams to communicate client needs and facilitate solutions.
### Requirements
**Education and Experience:**
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 6 years of experience in client support or customer service roles, preferably in the airline or travel industry.
**Skills and Competencies:**
- Strong decision-making and problem-solving skills with the ability to think creatively.
- Excellent communication and interpersonal skills, capable of engaging effectively with clients and team members.
- Proficient in customer relationship management (CRM) software and analytics tools.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
**Personality Traits:**
- Hardworking and dedicated, with a strong work ethic and a proactive approach to challenges.
- Independent and self-motivated, able to work autonomously as well as part of a team.
### Benefits
- Competitive compensation with paid overtime.
- Travel opportunities within the AirAsia network.
- Gym membership to promote employee well-being.
- Flexible working hours that support work-life balance.
### Working Environment
At AirAsia Group Berhad, we are committed to fostering a culture that promotes work-life balance and the overall well-being of our employees. We recognize the importance of a supportive and collaborative work atmosphere and strive to create an environment where every team member can thrive.
### Application Process
Interested candidates are encouraged to submit their application by **October 16, 2024**. Please include your resume and a cover letter detailing your relevant experience and why you believe you would be a great fit for the Client Support Manager role.
**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. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
