Job DescriptionSummary:This role is 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 :What You'll Champion: 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.Other duties as assigned.Who You Are:Diploma/Bachelor's Degree holder in any field. 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 midnight shift.Must have excellent verbal and written in English and Mandarin.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.Where You'll Go:Dispatcher to captain, ramp agent to data analyst, brand executive to CEO - these are some Dare To Dream stories of our Allstars. Based on your performance and contribution in this role, you'll grow into becoming a Senior Executive, Customer Happiness, Quality Assurance or other similar roles internally. In this role, you'll grow to a senior position or lateral as a quality check and audit.What You'll Enjoy:Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangement, and health and fitness amenities.Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities.Financial Wellbeing: Resources relating to financial, personal skills and career growth programmes.Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners.A unique Allstar culture like no otherOur Hiring Process:Application receivedCandidate screeningInterview(s) and assessment(s) - Typing test and english testBackground check and/or other assessmentsOffer and negotiationGet To Know AirAsia: AirAsia has been the World's Best Low-Cost Airline for 14 consecutive years with over 800 million guests flown. We continue to champion dreams, serve the underserved and connect the world and Asean like no other so Now Everyone Can Fly.We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.
