Job Description

The Assistant Manager ( Chinese Speaker ) - 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 individually and by 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. This role has a significant responsibility to reflect the right public face of the brand & customer happiness.

Key Duties and Responsibilities

• Respond to & 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, and 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 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 closure on required information for guests / internal stakeholders.
• Ability to learn, adapt and bring the best customer support / social care practices aligned with organizational value.
• Manage individual performance and consistently achieve set service levels.
• Manage flight disruption notices from the Operations Control Center and Scheduling team by extracting the manifest, identifying and managing the affected guests.
• Manage guests affected by flight disruptions by sending SMS and Email notifications and perform call-outs, if applicable, in reference to the preflight matrix.
• Work along with other stakeholders and ensure planned flight schedule changes in the system are correct based on the issued notices from the 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 organizational benefits.
• Able to work on shift schedule.

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.

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AirAsia