Customer Happiness Executive

About AirAsia

AirAsia was established by a government-owned automotive corporation, DRB-HICOM in 1993. In 2001, after garnering USD 11 million in debt, Tony Fernandes and Kamarudin Meranun's Tune Air Sdn Bhn bought AirAsia and turned it into one of the fastest-growing airlines in Asia. The company launched routes in its hub in Kuala Lumpur in 2002, and opened a second hub in Senai International Airport in 2003, going after the former monopoly of Malaysia Airlines. 

In the following year, the company opened its affiliate office in Thailand and began flying to Singapore and Indonesia. 20 years ago, a dream took flight - shaping and forever changing the travel industry in Asia. The idea was simple - make flying affordable for everyone.

Your role

This role is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat, and email. Here’s what an ordinary day looks like :

• Provide quality and timely customer service via the organization’s digital channels by responding directly to customer questions, feedback, and complaints in live chat, social, and the web.
• 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 the 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 upsell while providing exceptional service to meet personal and team sales targets.
• 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.

Training, development & rotations

AirAsia offers opportunities and a very supportive environment to grow. Plenty of internal movement and vacancies, and great opportunities available if you’re willing to try. You get the opportunity to hone your skills and learn lots of new things, as per the employee reviews.

Salary & benefits

The average salary for this role at AirAsia is MYR 45,000 to MYR 57,000 per year.

Known as a low-cost airline, AirAsia may not offer the most competitive salary package for its employees, but its employees give a 3.7-star rating for the benefits offered.( Source : Glassdoor ).

Career progression

AirAsia is the kind of company that rebuilt itself from a multi-million-dollar debt and is still projecting growth through the years. AirAsia may not offer the most competitive salary package for its employees, but it brings an immersive work experience to its employees. 

Today, the company is looking for leaders who will stay with AirAsia for a long time and help lead AirAsia to become one of the best airlines in the region. Since the salary package is not as competitive as other airlines in the world, junior executives often find greener pastures in bigger airlines. But for those in the travel industry who intend to stay as close to their homes as possible, AirAsia is the right employer.

Work-life balance

AirAsia has a work-life balance rating of 3.6. Most of the employees find flexible and good work culture at AirAsia. However, some of the employees in the company have to put in long hours due to the fact that most departments are understaffed, some are even expected to be on-call 24/7, even on holidays. 

Culture & Vibe

All are different - one talent to another - that is how it relies on the differences. At AirAsia, you will be treated fairly and given all chances to be your best. It is committed to creating a diverse work environment and is proud to be an equal-opportunity employer

About you

Requirement

• Diploma/Bachelor's Degree holder.
• Having previous customer service experience would be an added advantage.
• Able to work on 24/7 shift rotation including weekends & public holidays.
• Able to work on the midnight shift.
• Must have excellent verbal and written English and additional language of either Chinese/ Tagalog/ Thai/ Vietnamese/ Indonesian/ Korean/ Japanese communication skills, any other additional languages are 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.

How to apply

Find this job matching your career and submit an application by clicking the “Apply on employer site” button below. Shortlisted candidates will be contacted if their profile matches the role you’ve applied for. You will undergo a series of interviews with the Recruitment Team and Hiring Manager.