The Client Support Executive will be responsible in assisting phone and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of voucher and sponsorship request from sales and marketing, and walk-in inquiries.
The job scope will cover the client support located in the Philippines, Indonesia, Thailand, Japan, Malaysia, China, Korea, and Australia.
This role will ensure that the daily KPI and SLA are met both individual and the team. All necessary assistance must be delivered within time frame. It is expected that smooth operation and urgent matters are attended in a timely manner.
Global Operating Hours:24 hours 7 days by shift rotation
b) Regulatory Agencies
c) Government sectors
e) Share holders, ministries, and members of the parliament (if applicable)
f) Internal clients such as SnD, Corporate, Groupdesk, and Government department
a) Booking inquiries/assistance
b) Change of Flights includes application of SRO
d) Booking System failure - ISR
e) Refunds escalation in accordance with Yakkan policy and T&C designated by Japan Government. Handles special and exceptional cases; request approval if needed.
f) Issue voucher and sponsorship
a) Process BSP Sales report (Match unbilling BSP with BSP total sales report and issue ADM/ACM for the unmatch items)
a) Emails/whatsapp are answered within 24 hours
b) Email and Phone cases are resolved within 24 hours
c) Escalations from Ministries, government, shareholders, sales and distribution, corporate, internal departments are attended to and resolved within 3 hours.
d) Inbound SLA (70% answered in 30 secs)
Creating a high performing culture
a) Participate in developing the team camaraderie
b) Provide open communication with the team and recommend improvements for the group benefits
Only short-listed candidate will be notified.
Thai AirAsia Co., Ltd.
People and Culture Department
No. 222, Don Mueang International Airport, 3rd floor, Central Office Building,
Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok 10210
Thai AirAsia is among Asia's fastest growing airlines. We are zooming into our 14 years of operations with 3,700 efficient staffs ready to give excellent service. To date, more than 12 million guests have flown with us. We have the most extensive route network and the most number of flights in Asia. Our organization continues to move forward. Our fleets are expanding with the continuous arrival of brand new Airbus A320-200 aircraft. Today, we invite you to be part of AirAsia, the winner of world's best low cost airline 2009 - 2016 from the Skytrax world’s airline awards
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