Assistant Manager, Customer Happiness

2 days ago

Sepang, Malaysia AirAsia Full time

Key

**Responsibilities**:

- Have a natural affinity to solve guests’ concerns, provide resolution with complete empathy and ownership.
- Able to identify opportunities to upsell or cross-sell through social interactions & generate revenue.
- Able to quickly identify the root cause issues, address it with the concerned / dept and also raise it for process improvement purposes with valid insights.
- Able to manage the operations, planning & streamlining processes across support channels.
- Able to collaborate with various stakeholders, follow up and get a closure on required information for guests / internal stakeholders.
- Ability to learn, adapt and bring best customer support / social care practices in line with organisational value.
- Manage individual performance and consistently achieve set service levels.
- Manage flight disruption notices from Operations Control Center and Scheduling team by extracting the manifest, identify and manage the affected guests.
- Work along with other stakeholders and ensure planned flight schedule changes in the system are correct based on the issued notices from scheduling team, network planning, or/ and OCC Provide 24/7 support to Operation Control Center in respective to any Adhoc flight disruptions.
- Perform duties as required by the management in respect to standard operating procedures, or adherence to the welfare and best interests of the company.
- Provide open communication with the team and recommend improvements for the organisational benefits.

**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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