[广州]亚洲航空公司

职位：客服团队副经理
发布时间：2024-10-23
工作地点：广州
信息来源：北京外航服务有限责任公司
职位类型：全职
职位描述
亚洲航空招聘客服团队副经理-广州

职位详情

亚洲航空简介：

亚洲航空公司（AirAsia），简称亚航，成立于2001年；是马来西亚第二家国际航空公司，也是亚洲地区首家低成本航空。一共192条国内及国际航线，覆盖20多个国家。亚航一直致力于将低成本飞行带到新的高度，使“现在人人都能飞”的信念成为现实，并连续6年获得“世界最佳低成本航空”称号。

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目前在马来西亚、泰国、菲律宾、印尼以及柬埔寨拥有5家短途子公司，是东盟区域最大的低成本航空公司。品牌旗下亚航长途两家长途公司，马来西亚亚航长途和泰国亚航长途公司也运营着定期直飞中国的航班。自成立以来，公司总计已将接近8亿人次乘客运送至其飞行网络中超过130个目的地。

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??岗位

1 职位名称： 客服团队副经理

2 招聘数量：1

3 薪酬待遇：面议

4 地点：广州市天河区

5 简历接收邮箱：recruiter@

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岗位职责

Responsibilities

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·???????? 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.

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Requirements

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·???????? 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.