Groupdesk Executive null

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

Responsibilities:

• The Client Support/Groupdesk Executive will be responsible for assisting phone, LiveChat, and email cases coming from travel agencies, regulatory, government, consumer, and corporate inquiries and bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries.
• The job scope will cover client support located in the Philippines, Indonesia, Thailand, Japan, Malaysia, China, Korea, India,  and Australia.
• This role will ensure that the daily KPI and SLA are met both individually and in the team.
• All necessary assistance must be delivered within a time frame.
• It is expected that smooth operation and urgent matters are attended in a timely manner. 
• Global Operating Hours: 24 hours by shift (0600H-1300H, 0900H-1900H, 1200H-2100H, 2100H-0600H)

Duties:

To deliver an exceptional quality of service to: 

• Travel Agencies
• Regulatory Agencies
• Government sectors
• Corporate
• Shareholders, ministries, and members of the parliament (if applicable)
• Internal clients such as SnD, Corporate, Groupdesk, and Government department

Assistance on:

• Booking inquiries/assistance
• Change of Flights includes application of SRO
• Add-Ons
• Booking System failure - ISR
• Issue voucher and sponsorship
• Feedbacks

To ensure service deliverables are met with the following KPI:

• Emails  are answered within 24 hours 
• Email and Phone cases are resolved within 24 hours 
• Livechat is answered within 3 minutes
• Escalations from Ministries, government, shareholders, sales and distribution, corporate, and internal departments are attended to and resolved within 3 hours.
• Inbound SLA (70% answered in 30 secs)
• Internal emails attended 
• Voicemail assistance within 24 hours

For Groupdesk Role:

• Ensure Group booking policies are followed as per SOP

Creating a high-performing culture:

• Participate in developing the team camaraderie 
• Provide open communication with the team and recommend improvements for the group's benefits

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 49,000 to MYR 56,000 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

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.