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Job Description
Assist phone, live chat, and email cases from travel agencies, regulatory, government, consumer, and corporate inquiries, bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries.
Support on Booking inquiries/assistance, change of Flights including the application of SRO, add-Ons, booking System failure - ISR, issue voucher and sponsorship and feedback
Ensure that the daily KPI and SLA are met both individually and by the team such as emails are answered within 24 hours, email and phone cases are resolved within 24 hours, live chat 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, voicemail assistance within 24 hours
All necessary assistance must be delivered within a time frame with smooth operation and urgent matters must be attended to in a timely manner.
Ensure Group booking policies are followed as per SOP
Create a high-performing culture: participate in developing the team camaraderie.
Provide open communication with the team and recommend improvements for the group's benefits
Qualifications
At least 1-2 years of working experience with the same capacity
Able to work in a diverse and matrix organization
Proficient in oral and written English.
Background in an Airline or Travel Agency is an advantage
Excellent computer skills and proficiency in Word, Excel, and PowerPoint
Able to travel when required
Able to work as a shift (Occasional)
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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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