Customer Happiness Executive
1 day ago
**Job Description**:
**Responsibilities**
**The job scope will cover the 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**
**Add-Ons**
**Booking System failure - ISR**
**Issue voucher and sponsorship**
**Feedbacks**
**To ensure service deliverable at met with the following KPI**:
**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)**
**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**
**Merits**
- ** 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.
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