### Job Title: Live Chat Officer
**Company:** AirAsia Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Entry Level
**Years of Experience:** 1
**Company Overview:**
AirAsia is an innovative and customer-focused airline dedicated to making travel affordable and accessible for everyone. We pride ourselves on our dynamic work environment that fosters creativity, teamwork, and growth. Join our team in George Town, Penang, and contribute to our mission to redefine the travel experience.
### Job Description:
As a Live Chat Officer at AirAsia Group Berhad, you will be the frontline advocate for our customers, providing exceptional support, guidance, and service through live chat channels. Your role is pivotal in enhancing customer satisfaction and loyalty by addressing inquiries, resolving issues, and facilitating a seamless travel experience. This is an exciting opportunity for a passionate individual looking to embark on a career in customer relations within the airline industry.
### Key Responsibilities:
- **Customer Support:** Respond promptly and professionally to customer inquiries via live chat, ensuring clarity and accuracy in all communications.
- **Issue Resolution:** Effectively analyze customer issues and complaints, providing timely solutions or escalating as necessary to other teams for further assistance.
- **Information Management:** Keep up-to-date with AirAsia's products, services, policies, and procedures to provide accurate information and support to customers.
- **Engagement:** Foster a positive customer experience by engaging in proactive chat interactions, upselling services, or providing recommendations based on customer needs.
- **Performance Metrics:** Meet and exceed key performance indicators (KPIs), including response time, customer satisfaction ratings, and resolution time.
- **Feedback Loop:** Gather customer feedback and insights, contributing to team performance analysis and enhancement of service quality.
- **Collaboration:** Work closely with other departments to ensure consistent communication and support for customer inquiries, promoting a seamless experience across the board.
- **Training Participation:** Engage in continuous training and professional development opportunities to stay current with industry trends and best practices.
### Requirements:
- **Education:** High school diploma or equivalent; further education in customer service, communications, or a related field is a plus.
- **Experience:** Minimum of 1 year of experience in customer service, preferably in a live chat or digital support environment.
- **Adaptability:** Ability to adjust communication style to meet the diverse needs of customers and handle varying scenarios.
- **Passion:** A genuine enthusiasm for delivering exceptional customer service and enhancing customer experiences.
- **Soft Skills:**
- Strong analytical skills to assess customer situations and identify solutions effectively.
- Negotiation skills to facilitate issue resolution and find win-win outcomes for both customers and the company.
- **Technical Skills:** Proficiency in using computer systems and live chat software; familiarity with CRM tools is an advantage.
- **Language:** Proficient in English; proficiency in additional languages is an asset.
### Benefits:
- **Medical Coverage:** Comprehensive medical plan to keep you healthy and secure.
- **Training & Professional Development:** Opportunities for continued education and skill enhancement in the customer service field.
- **Free Food:** Enjoy complimentary meals during your shifts to keep you energized.
### Working Environment:
Join a passionate team dedicated to leading the industry with cutting-edge ideas and solutions. Engage with like-minded individuals in a fostering environment that values creativity, initiative, and collaboration.
### Application Deadline:
Please submit your application by **October 16, 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. 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.
