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Job Description
Provide real-time assistance for higher-level escalations such as major complaints, legal and regulatory, and other requests that demand immediate attention.
Be a point of contact and an effective referral for Customer Happiness Executives and external stakeholders under the Product Specialist to ensure prompt and proper resolution and quality responses.
Help the Assistant Manager oversee the daily operations to ensure KPIs and SLAs are met especially during peak operating hours.
Provide quality and timely customer service by responding directly to customer questions, feedback, and complaints regarding both AirAsia products and all other non-AirAsia products and services under airasia Super App.
Follow required procedures and processes to resolve customer inquiries or complaints; assist customers with learning how to use and where to find both AirAsia products and other non-airline products services under airasia Super App.
Uphold high standards of security and confidentiality in handling guest information and financial transactions.
Operate the hotel's reservation system to make bookings, modifications, and cancellations as necessary.
Maintain a strong knowledge of hotel policies and procedures to ensure compliance.
Leverage data and insights gathered to recommend and influence process improvements.
Participate in training and development opportunities to enhance skills and knowledge
Perform any other duties assigned by the supervisor or management.
Qualifications
Bachelor's Degree in any related field.
Experience in customer service, preferably in a hotel or hospitality.
Strong communication in English both verbal and written.
Proficiency in using computer systems and hotel management software is an advantage.
Having multitasking skills, well-organized, can-do attitude, service-minded, and good teamwork.
Flexibility to work varying shifts and be on phone standby on 24/7 shift rotation including weekends & public holidays.
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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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