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Job Description

Reports to Assistant Manager, Customer Happiness

This specialized role is to support Product Specialist Travel and other airasia Move products and services by providing quality, timely and effective customer support through various digital channels such as phone calls, chat and email. The incumbent will support both English and other languages.

Here’s what an ordinary day looks like:

  • Provide real-time assistance for higher level escalations such as major complaints, legal and regulatory, and other requests that demand immediate attention.
  • Be a point of contact and an effective referral for Customer Happiness Executives and external stakeholders under Product Specialist to ensure prompt and proper resolution and quality responses.
  • Help the Assistant Manager oversee the daily operations to ensure KPIs and SLAs are met especially during peak operating hours.
  • Provide quality and timely customer service by responding directly to customer questions, feedback, and complaints regarding both AirAsia products and all other non-AirAsia products and services under airasia Move.
  • Follow required procedures and processes to resolve customer inquiries or complaints; assist customers with learning how to use and where to find both AirAsia products and other non-airline products services under airasia Super App.
  • Uphold high standards of security and confidentiality in handling guest information and financial transactions.
  • Operate the hotel's reservation system to make bookings, modifications, and cancellations as necessary.
  • Maintain a strong knowledge of hotel policies and procedures to ensure compliance.
  • Leverage data and insights gathered to recommend and influence process improvements.
  • Participate in training and development opportunities to enhance skills and knowledge
  • Perform any other duties assigned by the supervisor or management.

This job is ideal for you if you also:

  • Diploma/Bachelor's Degree holder or equivalent
  • Previous customer service experience, preferably in a hotel or hospitality setting.
  • A can-do attitude, leadership and people skills, and keen attention to detail
  • A good understanding of Salesforce and data collection that aid in decision making, interpretation and presentation to stakeholders
  • Flexibility to work varying shifts and be on phone standby on 24/7 shift rotation including weekends & public holidays.
  • Proficiency in using computer systems and hotel management software is an advantage.
  • Positive attitude and a willingness to learn and adapt.
  • Must have excellent verbal and written English and Thai any other additional language is greatly welcomed.
  • Well-organized and detail-oriented and able to multitask. Ability to work with very minimal guidance or supervision and strong time management skills
  • Must be an assertive team player with high energy to work in a fast-paced environment.
  • Medically fit - Mentally and physically
  • Strong active-listening and verbal-communication skills
  • AirAsia is an equal opportunity employer and due to the volume of applicants only shortlisted applicants will be notified.

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.

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Confirmed 8 hours ago. Posted a day ago.

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