Job Description

Summary:

​​This specialized role is to support Product Specialist Travel and other AirAsia MOVE products and services by providing quality, timely and effective customer support through various digital channels such as phone calls, chat and email. The incumbent will support both English and other languages.

Here’s what an ordinary day looks like:

• Handle hard complaint case escalations from the management team
• Handle cases received from respective countries’ authorities (such as MAVCOM, CAB, MIAA etc)
• Handle viral or potential viral cases
• Provide call out to the guest if necessary
• Act as a referral
• To handle teams’ escalation received from all channels (such as Web, Social, Live Chat, Letter, Email, walk-in guests etc)
• Analyse the escalated cases from the team and work with Training & Development Team on the training required
• As a contingency plan, the team will process move flight requests and monitoring
• Other duties as assigned

This job is ideal for you if you also:

• Diploma/Bachelor's Degree holder or equivalent

• Previous customer service experience, preferably in a hotel or hospitality setting.

• A can-do attitude, leadership and people skills, and keen attention to detail

• A good understanding of Salesforce and data collection that aid in decision making, interpretation and presentation to stakeholders

• Flexibility to work varying shifts ​ and be on phone standby on 24/7 shift rotation including weekends & public holidays.

• Proficiency in using computer systems and hotel management software is an advantage.

• Positive attitude and a willingness to learn and adapt.

• Must have excellent verbal and written English and Thai any other additional language is greatly welcomed.

• Well-organized and detail-oriented and able to multitask. Ability to work with very 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.

• Medically fit - Mentally and physically

• Strong active-listening and verbal-communication skills

Our Hiring Process:

• Application received

• Candidate screening

• Interview(s) and assessment(s) - Typing test and English test

• Background check and/or other assessments

• Offer and negotiation