Assistant Customer Service Manager

AirAsia • Full-time • 广州, CN • 4w ago

Responsibilities

Respond & resolve all guests’ queries, requests and concerns through support channels (Web form, Email, Social media, Chats & Calls) prompt & timely manner.
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 organizational 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.
Manage guests affected with flight disruptions by sending SMS and Email notifications and perform call-out, if applicable, in reference to preflight matrix.
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 organizational benefits.

Requirements

At least 2 years’ team management experience.
Fluent English.
Workforce management experience is a plus.
Call center working experience is a plus.
Proactive, responsible.
Interested in Airline industry and willing to develop in this area.

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