Job Description

The Officer is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email.

Job Responsibilities

• Provide quality and timely customer service via the organization’s digital channels by responding directly to customer questions, feedback, and complaints.

• Creatively and accurately articulate responses via excellent written communication skills regarding AirAsia products and services.

• Follow required procedures and processes to resolve customer inquiries or complaints.

• Assist customers with learning how to use and where to find AirAsia products and services.

• Assist Customer Experience team to identify and report system trends and abnormalities.

• Use a computer to accurately record customer interactions or support transactions.

• Generate sales or do upselling while providing exceptional service to meet personal and team sales target.

• Remain current in the airline by acquiring products and services information, latest details and industry related news which impacts support.

• Participate in training and development activities.

• Other duties as assigned.

Job Requirements

• Degree Level with a minimum of credit in English.

• Proficiency in other languages such as Bahasa Indonesia, Mandarin, Korean, Japanese or Vietnamese is a plus.

• Minimum 1 year of related customer service experience and/or training preferred.

• Must have excellent verbal and written English communication skills.

• Well-organized and detail- oriented and able to multi-task.

• Must be able to work on shift including weekends, evenings and public holidays as scheduled.