Job Description

Responsibilities
The Client Support/Groupdesk Executive will be responsible for assisting phone, live chat, and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries.

The job scope will cover client support located in the Philippines, Indonesia, Thailand, Japan, Malaysia, China, Korea, India, and Australia.

This role will ensure that the daily KPI and SLA are met both individually and the team. All necessary assistance must be delivered within a time frame. It is expected that smooth operation and urgent matters are attended in a timely manner.

Global Operating Hours: 24 hours by shift (0600H-1300H, 0900H-1900H, 1200H-2100H, 2100H-0600H)

Duties
To deliver an exceptional quality of service to:

• Travel Agencies
• Regulatory Agencies
• Government sectors
• Corporate
• Share holders, ministries, and members of the parliament (if applicable)
• Internal clients such as SnD, Corporate, Groupdesk, and Government department

Assistance on:

• Booking inquiries/assistance
• Change of Flights includes application of SRO
• Add-Ons
• Booking System failure - ISR
• Issue voucher and sponsorship
• Feedbacks

To ensure service deliverable at met with the following KPI:

• Emails are answered within 24 hours
• Email and Phone cases are resolved within 24 hours
• Livechat are answered within 3 minutes
• Escalations from Ministries, government, shareholders, sales and distribution, corporate, internal departments are attended to and resolved within 3 hours.
• Inbound SLA (70% answered in 30 secs)
• Internal emails attended
• Voicemail assistance within 24 hours

For Groupdesk Role

• Ensure Group booking policy are followed as per SOP
• Creating a high performing culture:
• participate in developing the team camaraderie
• provide open communication with the team and recommend improvements for the group benefits

This job is ideal for you if you also:

• Diploma/Degree Level with a minimum of credit in English and country specific
• Ability to work in a diversified environment and culture particularly Asia Pacific countries
• Ability to manage high levels of workload and high work pressure
• Ability to multitask and quickly review information from multiple sources and make effective decisions
• Must have excellent verbal and written English communication skills
• Well-organized and detail- oriented and able to multitask
• Must be able to work on shift including weekends, evenings, and public holidays as scheduled
• Can-do attitude, passionate and high level of energy

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.