Job Description

The Assistant Manager - Customer Happiness (Operations) will be responsible for assisting guests concerns received through Emails, Calls, Social Media, Chats and any other Customer Support Channels. This role will also be responsible for working on pre-flight operations. 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. This role has a significant responsibility to reflect the right public face of the brand & customer happiness.Key Duties and Responsibilities

• Respond & resolve all guests\xe2\x80\x99 queries, requests and concerns through support channels (Web form, Email, Social media, Chats & Calls) prompt & timely manner.
• Have a natural affinity to solve guests\xe2\x80\x99 concerns, provide resolution with complete empathy and ownership.
• Able to identify opportunities to upsell or cross-sell through social interactions & generate revenue.
• Able to quickly identify the root cause issues, address it with the concerned / dept and also raise it for process improvement purposes with valid insights.
• Able to manage the operations, planning & streamlining processes across support channels.
• Able to collaborate with various stakeholders, follow up and get a closure on required information for guests / internal stakeholders.
• Ability to learn, adapt and bring best customer support / social care practices in line with organisational value.
• Manage individual performance and consistently achieve set service levels.
• Manage flight disruption notices from Operations Control Center and Scheduling team by extracting the manifest, identify and manage the affected guests.
• Manage guests affected with flight disruptions by sending SMS and Email notifications and perform call-out, if applicable, in reference to preflight matrix.
• Work along with other stakeholders and ensure planned flight schedule changes in the system are correct based on the issued notices from scheduling team, network planning, or/ and OCC Provide 24/7 support to Operation Control Center in respective to any Adhoc flight disruptions.
• Perform duties as required by the management in respect to standard operating procedures, or adherence to the welfare and best interests of the company.
• Provide open communication with the team and recommend improvements for the organisational 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.

AirAsia