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Executive, Group Desk

2 weeks ago

กรงเทพมหานคร, Thailand AirAsia Full time

**Job Description**:
**Responsibilities**

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
- 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

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.