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This job is for a Manager of Customer Experience at AirAsia MOVE. You might like this job because it involves leading a team to enhance customer service, drive operational excellence, and innovate in the travel industry.
Undisclosed
Kuala Lumpur, Kuala Lumpur
Full-Time
few days ago
Job Description
Job Description
About AirAsia MOVE
AirAsia MOVE is a dynamic and innovative travel technology company that is revolutionizing the way people travel. We are passionate about providing our customers with seamless and enjoyable travel experiences. As part of the AirAsia Aviation Group, we have a strong foundation and are committed to continuous improvement and innovation.
About the Role
We are seeking a proven and inspirational leader to oversee the operations of our Customer Experience Center (CXC) . As the Leader of CXC, you will play a crucial role in shaping the customer journey and driving operational excellence. You will lead and mentor a team, empowering them to deliver exceptional customer experiences, achieve ambitious sales and service targets, and foster a culture of continuous improvement..
Key Responsibilities:
- Drive Operational Excellence: Be accountable for the overall performance of the CXC, including key metrics such as First Contact Resolution, efficiency, productivity, nps goals. Continuously analyze processes and identify opportunities for optimization and automation to enhance efficiency and customer satisfaction.
- Lead and Develop High-Performing Teams: Provide guidance, coaching, and mentorship to CXC members, empowering them to motivate and develop. Foster a culture of collaboration, accountability, and continuous learning.
- Champion Process Improvement: Lead the development and implementation of strategies and initiatives to transform and optimize operations. Identify and implement process improvements to enhance efficiency, reduce customer effort, and improve overall service delivery.
- Drive Customer Satisfaction: Ensure the AirAsia MOVE provides exceptional customer service and resolves customer inquiries effectively and efficiently. Analyze customer feedback and identify areas for improvement to enhance the customer experience.
- Collaborate Cross-Functionally: Work closely with stakeholders across AirAsia MOVE to ensure alignment and seamless integration operations with other departments. Build strong relationships and collaborate effectively to achieve shared goals.
- Develop and Implement Customer Strategies: Support the development and implementation of AirAsia MOVE's product lines. Analyze customer painpoints, identify opportunities for resolution
- Stay Ahead of the Curve: Maintain awareness of industry trends, strategies, and technologies in the customer service and travel sectors. Identify and evaluate new tools and technologies that can enhance operations and improve the customer experience.
Qualifications:
- Bachelor's degree in Business Administration or a related field.
- Experience leading and managing diverse teams, including hiring, coaching, and performance management.
- Proven track record of driving process improvement and operational efficiency.
- Strong understanding of technologies and systems to improve customer experiences.
- Excellent communication, interpersonal, and presentation skills.
- Ability to work effectively in a fast-paced and dynamic environment.
Preferred Qualifications:
- Relevant certifications such as Implementation Leader, Customer Experience Practitioner, or Six Sigma.
- Experience in the travel or aviation industry.
Benefits:
- Be part of a dynamic and innovative team that is transforming the travel industry.
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
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.
Job Requirements
Company Benefits
Comprehensive Benefits Package
The company offers various perks such as travel discounts, which include reduced rates for flights and access to e-coupon schemes.
Career Development Opportunities
The company invests in its employees through training programs, workshops, and skill development initiatives.
Dynamic Work Environment
The company is known for its innovative culture and encourages employees to bring creative ideas to the table.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
Customer Service, Digital Marketing, General Product Management