Job Description

Summary:

The Manager, Customer Happiness is accountable for providing exceptional customer experience through all channels including E-form MAA/X, IAA, PAA, AAJ, RBV Team, ACE Team, Regulatory/Legal complaints & MAVCOM as well as for  AAI & TAA/X .This role is also responsible for continuing to develop and innovate in these channels to ensure that AirAsia is at the forefront of the digital technology in this space.

Job Duties:

• Work with the Customer Development team to identify, design & implement digital solutions to optimise the Live Chat & Social/Messaging channels and RBV and ACE.

• Be an exceptional leader providing support, coaching, guidance, succession planning and performance feedback

• Identify, model and implement new social and messaging channels to provide more ways for our customers to interact with us

• Assist with the design/introduction and operational owner of the ChatBot technology

• Lead the teams, ensuring the Allstars are providing exceptional customer service & are meeting all KPI’s

• To work closely with Service Areas to develop and deliver current and future digital services effectively. To develop and agree appropriate quality and performance criteria, and to monitor and report progress and performance within agreed timescales.

• To ensure that effective Exception Reporting mechanisms and emergency planning procedures are developed and adhered to.

• To actively participate in developing the service and technical requirements of future delivery, including the development of technical tools, and to make reasoned suggestions to improve customer service and technical procedures.

• To disseminate business and organizational information clearly and concisely in the most appropriate manner.  

• To act as an advocate and champion of the customer and going above and beyond for customer satisfaction.

• Remain current in the airline by acquiring products and services information, latest details and industry-related news which impacts support

• Participate and send teams for training and development activities

• As a senior leader in the Customer Happiness team, support other functions as a delegate when required

• Other duties as assigned

Merits:

• Diploma/Degree Level with a minimum of credit in English.

• Able to engage and attend meeting with MAVCOM and other governing bodies in respective AOCs.

• Proficiency in other languages such as Bahasa Indonesia, Mandarin, Thai, Korean, Japanese or Vietnamese are highly preferred

• Minimum 5 years of related customer service experience and/or training preferred

• Prior experience in an operational leadership role

• Understanding of relevant digital technology including ChatBot’s

• Good communication and interpersonal skills

• Excellent verbal and written English communication skills

• Well-organized and detail- oriented and able to multi-task

• Must be self-motivated and a good team player

• Able to work outside of normal working hours if required