Job Description

PREFLIGHT OFFICER

OVERVIEW:

• Location: Tangerang, Indonesia

• Department: Preflight

• Entity: IAA

• Status: Full time

JOB DESCRIPTION:

YOUR ROLE AS A:

Preflight Officer at Indonesia AirAsia, you will be responsible for delivering timely and accurate customer service through digital and phone channels, addressing passenger inquiries, feedback, and complaints. The role handles communication for flight retime or cancellation cases, including SMS, email, and system updates. It also ensures compliance with service procedures, stays updated on airline products and policies, and monitors individual performance through regular productivity reports.

WHAT YOU’LL CHAMPION:

• Provide quality and timely customer service via the organization’s digital channels by responding directly to customer questions, feedback, and complaints through phone calls.

• Follow required procedures and processes to resolve customer inquiries or complaints.

• Handling a number of Flight Retimes/Cancellations and passengers affected who need to send SMS, Email, Flight Interrupted System notifications, and Make Calls.

• Remain current in the airline by acquiring product and services information, latest details, and industry-related news that impact support.

• Participate in training and development activities.​

• Manage individual performance through daily and monthly productivity reports.

• Other duties as assigned.

WHO YOU ARE:

• Diploma/Bachelor's Degree holder.

• Having previous customer service experience would be an added advantage.

• Able to work on a 24/7 shift rotation, including weekends & public holidays.

• Able to work on the midnight shift.

• Must have excellent verbal and written English and additional language of either Chinese/Tagalog/Thai/Vietnamese/Indonesian/Korean/ Japanese communication skills; any other languages are greatly welcomed.

• Well-organized and detail-oriented, and able to multitask. 

• Ability to work with minimal guidance or supervision and strong time management skills.

• Must be an assertive team player with high energy to work in a fast-paced environment.

WHERE YOU’LL GO:

Dispatcher to captain, ramp agent to data analyst, brand executive to CEO - these are some Dare To Dream stories of our Allstars. 

Based on your performance and contribution in this role, you’ll grow into becoming a Logistics Senior Executive. In this role, you’ll oversee end-to-end import and export of aircraft spare parts while ensuring compliance and efficiency. Lead and support the logistics team, manage key stakeholders, and coordinate with customs, freight forwarders, and suppliers. Drive process improvements, audits, tenders, and regulatory reporting. Provide strategic input on tax exemption and operational planning to strengthen logistics performance. 

WHAT YOU’LL ENJOY:

• Physical Wellbeing: Key medical and insurance benefits, maternity expenses, flexible work arrangements, and health and fitness amenities.
• Emotional Wellbeing: Paid time off, wellness programmes, and childcare amenities. 
• Financial Wellbeing: Resources relating to financial, personal skills, and career growth programmes.
• Allstars Specials: Free flights, unlimited discounted flights, and exclusive discounts with partners. 
• A unique Allstar culture like no other

OUR HIRING PROCESS:

• Application received

• Application Review & Skills Match

• Interview(s) and assessment(s)

• Background Verification

• Offer Process

GET TO KNOW AirAsia:

AirAsia has been the World's Best Low-Cost Airline for 14 consecutive years, with over 800 million guests flown. We continue to champion dreams, serve the underserved, and connect the world and Asean like no other, so Now Everyone Can Fly.
 

GET TO KNOW US:

Our story begins in 2001 with a dream, two planes, and a 40 million ringgit debt. You’ll know us as the ‘Now Everyone Can Fly’ airline (if you don’t, we’re definitely older than you).

Today, we’re more than just an airline. We’re Capital A - a world-class brand that wears many hats. Our mission is to connect people and transform lives in ASEAN.

Above all, we’re Allstars. We believe in the unbelievable, and we dare to dream. We also believe in celebrating all individuals. So no matter your culture and background or if you prefer aisle seat to window seat, we’re excited to have you on board.