**Job Title:** Web Chat Associate - Work from Home
**Company:** AirAsia Group Berhad
**Location:** Malacca City, Melaka, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
**About AirAsia Group Berhad:**
AirAsia Group Berhad is a leading low-cost airline that has been revolutionizing air travel in Asia. We strive to make flying affordable while maintaining the highest standards of customer service. As an innovative and agile organization, we are committed to continuous improvement and creating exceptional travel experiences for our customers.
**Job Overview:**
We are seeking a dedicated and motivated Web Chat Associate to join our remote support team. In this role, you will be responsible for providing outstanding customer service via web chat platforms, helping customers with inquiries, resolving issues, and enhancing their overall experience with AirAsia. This position requires a strong ability to communicate effectively, think strategically, and negotiate resolutions to various customer queries.
**Key Responsibilities:**
- Respond to customer inquiries via web chat in a timely and professional manner, ensuring high levels of customer satisfaction.
- Identify customer needs and provide effective solutions or alternative options to enhance the customer's experience.
- Utilize negotiation skills to resolve conflicts and provide satisfactory outcomes for the customer and the company.
- Maintain knowledge of AirAsia products, services, and promotions to effectively inform and assist customers.
- Log customer interactions accurately in the customer relationship management (CRM) system to track issues and resolutions.
- Collaborate with team members and various departments to resolve complex queries and improve the customer experience.
- Monitor and analyze customer feedback to identify trends and opportunities for process improvement.
- Embrace and adapt to changes in policies, procedures, and technology to ensure seamless service delivery.
- Participate in training sessions and professional development opportunities to enhance your skills and knowledge.
**Qualifications & Requirements:**
- Minimum of 3 years of experience in a customer service role, preferably in an online or web chat environment.
- Strong communication skills, with a focus on clarity, politeness, and empathy when engaging with customers.
- Proven negotiation skills with the ability to sway decisions and achieve positive outcomes for both the customer and the company.
- Demonstrated strategic planning skills, able to think ahead and provide solutions that support the company's goals.
- Highly motivated and driven personality essential to thrive in a fast-paced, ever-changing environment.
- Proficient with CRM software and other digital communication platforms.
- Strong problem-solving skills and keen attention to detail.
- Ability to work independently while being a collaborative team player.
- High school diploma or equivalent; further education in a related field is a plus.
**Benefits:**
- Visa sponsorship for qualified candidates.
- Comprehensive retirement plan to support your future.
- Life insurance coverage to provide peace of mind for you and your family.
- A flexible work-from-home environment allowing for a balanced work-life dynamic.
**Working Environment:**
At AirAsia, we thrive in an environment that embraces and navigates change seamlessly. You will have the opportunity to work in a dynamic atmosphere that encourages growth, creativity, and innovation.
**Deadline to Apply:**
Please submit your application by September 24, 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 all qualified applicants to apply, regardless of race, gender, sexual orientation, disability, or any other status protected by law.
If you are passionate about customer service and want to be part of an exciting team that is setting new standards in the airline industry, apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
