Job Description

Summary:

The Client Support Executive will be responsible for assisting phone, livechat, and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries.

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)

Job Responsibilities:

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

To provide assistance on:

• Booking inquiries/assistance
• Change of Flights includes application of SRO
• Add-Ons
• Booking System failure - ISR
• Issue voucher and sponsorship
• Feedbacks

To ensure service deliverable at meeting with the following KPI:

• Emails  are answered within 24 hours 
• Email and Phone cases are resolved within 24 hours 
• 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)
• Internal emails attended 
• Voicemail assistance within 24 hours

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 Thai

• Background in Airline or Travel Agency is a must

• Excellent computer skills and proficient in Word, Excel and PowerPoint

• Able to travel when required