Senior Executive, Customer Happiness
2 weeks ago
**Summary**:
Here’s what an ordinary day looks like:
- Handle hard complaint case escalations from the management team
- Handle cases received from respective countries’ authorities (such as MAVCOM, CAB, MIAA etc)
- Handle viral or potential viral cases
- Provide call out to the guest if necessary
- Act as a referral
- Analyse the escalated cases from the team and work with Training & Development Team on the training required
- As a contingency plan, the team will process move flight requests and monitoring
- Other duties as assigned
**This job is ideal for you if you also**:
- Diploma/Bachelor's Degree holder or equivalent
- Previous customer service experience, preferably in a hotel or hospitality setting.
- A can-do attitude, leadership and people skills, and keen attention to detail
- A good understanding of Salesforce and data collection that aid in decision making, interpretation and presentation to stakeholders
- Flexibility to work varying shifts and be on phone standby on 24/7 shift rotation including weekends & public holidays.
- Proficiency in using computer systems and hotel management software is an advantage.
- Positive attitude and a willingness to learn and adapt.
- Must have excellent verbal and written English and Thai any other additional language is greatly welcomed.
- Well-organized and detail-oriented and able to multitask. Ability to work with very mínimal guidance or supervision and strong time management skills
- Must be an assertive team player with high energy to work in a fast-paced environment.
- Medically fit - Mentally and physically
- Strong active-listening and verbal-communication skills
**Our Hiring Process**:
- Application received
- Interview(s) and assessment(s) - Typing test and English test
- Background check and/or other assessments
- Offer and negotiation
**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.
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