Cbt Assistant

**Key Accountabilities**
- Coordinate with conveyor/ramp staff to address operational shortcomings and reduce mishandling of baggage.
- Implement measures to expedite the recovery process for mishandled baggage, including generating Passenger Irregularity Reports (PIRs) and assisting passengers in reclaiming offloaded baggage due to Annex 17 regulations.
- Maintain records of unclaimed/surplus baggage and ensure copies of all PIRs are forwarded to the Security Department for investigation.
- Conduct primary and secondary tracing for mishandled baggage cases system-wide, and provide regular updates on baggage status to affected passengers.
- Coordinate with customer care teams, various departments, and stations regarding mishandled baggage, and identify and address potential fraudulent claims.
- Ensure Non-Transferable (NTL) baggage is returned on the same flight as Non-Transferable (NTL) passengers, upon advice from check-in staff, and manage the disposal of unclaimed baggage through staff auction or charitable organizations, if not collected after 2 months.
- Authorize payment (discharge voucher) as per authorized guidelines and ensure proper documentation is submitted to the Finance department for payment processing, including passenger’s I/C or passport, PIR, and other relevant documents.
- Update all records and Passenger Name Records (PNR) after making payments, including Incidental Expenses and compensation, and ensure restored baggage or items are accompanied by an Acceptance Acknowledgement Form, completed and signed by the recipient with relevant documents.
- Handle Found Property on Thai AirAsia X premises and ensure report submission.
- Responsible for ensuring Guest Services operations are conducted in accordance with applicable regulations, compliance with Civil Aviation Authority of Thailand requirements, and standards of Thai AirAsia X.
- Ensure the existence of the necessary facilities, workspace, equipment, and supporting services, as well as a work environment, to satisfy Guest Services operational safety requirements.

**Education/Work Experience**
- Bachelor's degree or equivalent.
- Minimum 1 years’ experience in customer service with experience in the airline industry.
- Language Skills
- Able to communicate orally and in writing in Thai and English. Additional language skills are an advantage.

**Skills and Qualifications**
- Ability to maintain high confidentiality, tact, and discretion when dealing with people.
- Possess good management and leadership abilities.
- Possess good interpersonal and communication skills to collaborate effectively with passengers.
- Able to work flexible hours.
- Computer literacy.
- Shall pass military service for male.

**Specific Knowledge/Skills**
- Knowledge of computer programs (Microsoft Office).
- Good command of English and Thai.
- Service-minded, with good interpersonal skills and human relations.

**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.