Job Description

Job Description

Department Areas of Responsibilities:

The Pre-Flight division under Customer Happiness functions is similar as customer support functions but it involves bookings or passengers who are affected with pre departure flight disruption events.

The team are responsible in providing the passengers with real-time updates on cancellations and delays in their flights schedule and to assist the passengers to rebook or offer other service recovery on their tickets.  

The team also manage, oversee, and take part in proposing the passenger movement plan, by engaging with Network and Scheduling team for preplan flight disruptions planning (above 48hours); OCC and Ground Operations for Day of Ops disruptions (within 48hours).

Main Areas of Focus

• Flight disruptions management – Responsible in providing real time updates to passengers on flight cancellations and delays in the flight schedules (Preplan and Day of Ops disruptions).

• Aircraft equipment change – Being able to support the OCC and Ground Ops on day of Ops aircraft type change (swap) in the event of AOGs, minimizing delays etc. (Day of Ops).

• Outbound call service – Responsible in providing the voice call out to the affected passengers, providing the latest updates on the flight schedules, and help in moving the flights (including connecting flights).

• Inbound call service (internal only) – Responsible in taking the urgent call requests from the stations, OCC, group desk, RRC on IROPs, passenger movement related matters.

• Load factor analysis – To provide flight cancellation recommendations to the Management / Network team and OCC for flights departing within 48 hours (to reduce revenue loss).

• Complaints and escalation cases handling – To support the escalation cases from the stations, Live Chat, Group Desk, various departments via email, internal chat group etc.

Skillsets Required:

• The team would require combination of skill sets from the below to achieve the department required goals:

• Excellent administration and operational support for the usage for the following software in AirAsia: Skyport,GoNow,  Skyspeed, Sky Utilities, MS Office, etc.

• Certain technical skill sets on understanding the software, reporting tools for post sales and pre-departure report analysis, to assess and negotiate with the stakeholders based on the best interests of the passengers and the company (minimize inconveniences to the passengers versus the company’s revenue).

• Strong process driven approach and mindset (able to work under minimal supervision), and to be able to standby 24*7 to manage the high volumes of workload, i.e., flight disruption tasks (Preplan and Day of Ops), escalation cases, network and OCC proposal planning on flight movement, or high-profile cases which require immediate attention / resolution etc .

• Strong interpretational and technical skill sets on understanding the system related issues, ability to make prompt decision to provide quick resolution in complaint cases handling.

• Project management skills to interface with the stakeholders and Vendors to design the business requirement models and planning of development, integration, and user acceptance activities.

Job Requirements