Job Description

Responsibilities The Client Support/Groupdesk Executive will be responsible for assisting phone, livechat, and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries. The job scope will cover the 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 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. 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 Share holders, ministries, and members of the parliament (if applicable) Internal clients such as SnD, Corporate, Groupdesk, and Government department Assistance on: Booking inquiries/assistance Change of Flights includes application of SRO Add-Ons Booking System failure - ISR Issue voucher and sponsorship Feedbacks To ensure service deliverable at met with the following KPI: Emails are answered within 24 hours Email and Phone cases are resolved within 24 hours Livechat are answered within 3 minutes Escalations from Ministries, government, shareholders, sales and distribution, corporate, 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 For Groupdesk Role Ensure Group booking policy are followed as per SOP Creating a high performing culture: participate in developing the team camaraderie provide open communication with the team and recommend improvements for the group benefits Merits

• Diploma/Degree Level with a minimum of credit in English and country specific
• Ability to work in a diversified environment and culture particularly Asia Pacific countries
• Ability to manage high levels of workload and high work pressure
• Ability to multitask and quickly review information from multiple sources and make effective decisions
• Must have excellent verbal and written English communication skills
• Well-organized and detail- oriented and able to multitask
• Must be able to work on shift including weekends, evenings and public holidays as scheduled
• Can-do attitude, passionate and high level of energy

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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