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This job is about managing customer happiness, developing digital solutions, and leading teams to provide exceptional customer service at AirAsia. You might like this job because it offers opportunities for innovation and leadership in the digital customer service space.
Undisclosed
Sepang, Kuala Lumpur
Job Description
Job Description
Summary:
The Manager, Customer Happiness is accountable for providing exceptional customer experience through all channels including E-form MAA/X, IAA, PAA, AAJ, RBV Team, ACE Team, Regulatory/Legal complaints & MAVCOM as well as for AAI & TAA/X .This role is also responsible for continuing to develop and innovate in these channels to ensure that AirAsia is at the forefront of the digital technology in this space.
Job Duties:
Work with the Customer Development team to identify, design & implement digital solutions to optimise the Live Chat & Social/Messaging channels and RBV and ACE.
Be an exceptional leader providing support, coaching, guidance, succession planning and performance feedback
Identify, model and implement new social and messaging channels to provide more ways for our customers to interact with us
Assist with the design/introduction and operational owner of the ChatBot technology
Lead the teams, ensuring the Allstars are providing exceptional customer service & are meeting all KPI’s
To work closely with Service Areas to develop and deliver current and future digital services effectively. To develop and agree appropriate quality and performance criteria, and to monitor and report progress and performance within agreed timescales.
To ensure that effective Exception Reporting mechanisms and emergency planning procedures are developed and adhered to.
To actively participate in developing the service and technical requirements of future delivery, including the development of technical tools, and to make reasoned suggestions to improve customer service and technical procedures.
To disseminate business and organizational information clearly and concisely in the most appropriate manner.
To act as an advocate and champion of the customer and going above and beyond for customer satisfaction.
Remain current in the airline by acquiring products and services information, latest details and industry-related news which impacts support
Participate and send teams for training and development activities
As a senior leader in the Customer Happiness team, support other functions as a delegate when required
Other duties as assigned
Merits:
Diploma/Degree Level with a minimum of credit in English.
Able to engage and attend meeting with MAVCOM and other governing bodies in respective AOCs.
Proficiency in other languages such as Bahasa Indonesia, Mandarin, Thai, Korean, Japanese or Vietnamese are highly preferred
Minimum 5 years of related customer service experience and/or training preferred
Prior experience in an operational leadership role
Understanding of relevant digital technology including ChatBot’s
Good communication and interpersonal skills
Excellent verbal and written English communication skills
Well-organized and detail- oriented and able to multi-task
Must be self-motivated and a good team player
Able to work outside of normal working hours if required
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
Company Profile
AirAsia X
Now, that dream has sparked half a billion more dreams and will continue to do so through new experiences from Asean fast food and food deliveries to a network of gateways and getaways.