Executive, Preflight

**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).**

**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 mínimal 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.**

**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.