Executive, Group Desk

1 week 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
- Shareholders, 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 deliverables at meeting with the following KPI**:

- Livechat is answered within 3 minutes
- Escalations from Ministries, government, shareholders, sales and distribution, corporate, and internal departments are attended to and resolved within 3 hours.
- Inbound SLA (70% answered in 30 secs)

**For Groupdesk Role**
- Ensure Group booking policies 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

**Qualifications**:

- At least 2-3 years of working experience with the same capacity
- Able to work in a diverse and matrix organization
- Proficient in oral and written English and Filipino
- Background in Airline or Travel Agency is a must
- Excellent computer skills and proficiency in Word, Excel, and PowerPoint
- Able to travel when required

**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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