Job Description:
We are looking for a dynamic and experienced Customer Support Manager to join our team at AirAsia Group Berhad. This is a remote work position based in George Town, Penang, Malaysia. As a Customer Support Manager, you will be responsible for managing a team of customer support representatives, ensuring high-quality customer service, and resolving escalated customer issues.
Responsibilities:1. Manage a team of customer support representatives, providing guidance and support as needed.2. Monitor customer support metrics and KPIs to ensure team performance meets or exceeds company standards.3. Develop and implement customer support strategies to improve customer satisfaction and retention.4. Handle escalated customer issues and complaints, resolving them in a timely and professional manner.5. Train new team members on customer support processes and best practices.6. Collaborate with other departments, such as Marketing and Operations, to address customer concerns and improve overall customer experience.7. Conduct regular performance evaluations and provide feedback to team members for continuous improvement.8. Stay up-to-date with industry trends and best practices in customer support to make informed decisions and drive improvements.
Requirements:1. 5+ years of experience in customer support or a related field.2. Proven leadership experience with the ability to motivate and inspire a team.3. Strong negotiation skills to handle difficult customer situations effectively.4. Excellent communication skills, both verbal and written.5. Adaptability to work in a fast-paced and ever-changing environment.6. Energetic and driven personality to drive team success.7. Bachelor's degree in Business Administration or a related field is preferred.8. Remote work experience is a plus.
Benefits:1. Remote work flexibility allowing you to work from anywhere.2. Paid overtime for any extra hours worked.3. Retirement plan options to secure your future.
Working Environment:At AirAsia Group Berhad, we foster a supportive and inclusive working environment where employees build strong connections and treat colleagues like an extended family. Join our team and be part of a collaborative and empowering culture.
Equal Opportunity Statement:AirAsia Group Berhad is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We value diversity and inclusion in our workforce and encourage applicants from all backgrounds to apply.
Deadline to apply: June 22, 2024. Apply now to join our team and make a difference in the world of customer support.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
