Job Description

Responsibilities.

The Client Support Executive will be responsible for assisting with phone, LiveChat, and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of vouchers and sponsorship requests from sales and marketing, and walk-in inquiries. The job scope will cover 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 in the team. All necessary assistance must be delivered within a time frame. It is expected that smooth operation and urgent matters are attended to in a timely manner.  Global Operating Hours: 24 hours by shift (0600H-1300H, 0900H-1900H, 1200H-2100H, 2100H-0600H)

Duties 

• To deliver an exceptional quality of service to: 

• Travel Agencies

• Regulatory Agencies

• Government sectors

• Corporate

• Shareholders, ministries, and members of the parliament (if applicable)

• Internal clients such as S&D, Corporate, and the Government department
  
  Assistance on:
   

• Booking inquiries/assistance

• Change of Flights includes the application of SRO

• Add-Ons

• Booking System failure - ISR

• Issue voucher and sponsorship

• Feedbacks
   

To ensure service deliverables meet the following KPI:

• 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.

• Inbound SLA (70% answered in 30 secs)

• Internal emails attended 

• Voicemail assistance within 24 hours
   

Creating a high-performing culture:

• participate in developing the team camaraderie 

• Provide open communication with the team and recommend improvements for the group's benefits
   

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.

Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.