Senior Customer Happiness Executive
6 months ago
**Job Description**:
- Provide real-time assistance for higher-level escalations such as major complaints, legal and regulatory, and other requests that demand immediate attention.
- Be a point of contact and an effective referral for Customer Happiness Executives and external stakeholders under the Product Specialist to ensure prompt and proper resolution and quality responses.
- Help the Assistant Manager oversee the daily operations to ensure KPIs and SLAs are met especially during peak operating hours.
- Provide quality and timely customer service by responding directly to customer questions, feedback, and complaints regarding both AirAsia products and all other non-AirAsia products and services under airasia Super App.
- Follow required procedures and processes to resolve customer inquiries or complaints; assist customers with learning how to use and where to find both AirAsia products and other non-airline products services under airasia Super App.
- Uphold high standards of security and confidentiality in handling guest information and financial transactions.
- Operate the hotel's reservation system to make bookings, modifications, and cancellations as necessary.
- Maintain a strong knowledge of hotel policies and procedures to ensure compliance.
- Leverage data and insights gathered to recommend and influence process improvements.
- Participate in training and development opportunities to enhance skills and knowledge
- Perform any other duties assigned by the supervisor or management.
**Qualifications**
- Bachelor's Degree in any related field.
- Experience in customer service, preferably in a hotel or hospitality.
- Strong communication in English both verbal and written.
- Proficiency in using computer systems and hotel management software is an advantage.
- Having multitasking skills, well-organized, can-do attitude, service-minded, and good teamwork.
- Flexibility to work varying shifts and be on phone standby on 24/7 shift rotation including weekends & public holidays.
**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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