Lowongan Kerja Tangerang Posisi Executive, Customer Happiness di Air asia

Job Description Job Title: Groupdesk Executive Location: Philippines, Indonesia, Thailand, Japan, Malaysia, China, Korea, India, and Australia Responsibilities: As a Client Support/Groupdesk Executive, you will be responsible for providing assistance to travel agencies, regulatory and government agencies, corporate clients, shareholders, and members of parliament through phone, LiveChat, and email channels. You will also handle bookings, voucher issuance, sponsorship requests, feedback, and other inquiries. This role requires you to ensure that all cases are resolved within a timely manner, meeting the daily KPI and SLA.

You will be required to work in shifts to cater to the global operating hours of 24 hours. Duties: Deliver an exceptional quality of service to travel agencies, regulatory and government agencies, corporate clients, shareholders, ministries, and members of parliament (if applicable), as well as internal clients such as SnD, Corporate, Groupdesk, and the Government department. Provide assistance on booking inquiries/assistance, change of flights, add-ons, booking system failure, issuing vouchers and sponsorship, and feedback.

Ensure service deliverables meet the following KPIs: emails answered within 24 hours, email and phone cases resolved within 24 hours, live chat answered within 3 minutes, escalations attended to and resolved within 3 hours, inbound SLA (70% answered in 30 secs), internal emails attended, voicemail assistance within 24 hours. Ensure group booking policies are followed as per SOP. Creating a high-performing culture: Participate in developing team camaraderie and providing open communication with the team to recommend improvements for the group’s benefit.

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.

AirAsia Berhad: Asia’s leading airline was established with the dream of making flying possible for everyone. Since 2001, AirAsia has swiftly broken travel norms around the globe and has risen to become the world’s best. Driven by the Dare to Dream spirit, we pride ourselves in being the region’s largest low-cost carrier, serving 24 countries and over 130 destinations.

We’re not confined by walls, except when we need to answer the call of nature, so all departments mingle every day. As we embrace new technology to become a digital airline, services like BIG Duty Free, BIG Pay, BIG Loyalty, Touristly, ROKKI and Xcite Inflight Entertainment will be an exciting evolution, placing us ahead of the game. Are you in?

AirAsia is set to take low-cost flying to an all new high with our belief, “Now Everyone Can Fly”