Job Description
The Client Support Executive will be responsible for assisting phone and email cases coming from OTAs , inquiries and bookings, post booking service for flight, ancillary and hotel for involuntary and voluntary. The job scope will cover all local and global accounts that use wano-api and an office located in Kuala Lumpur, Malaysia. This role will ensure that the daily KPI and SLA are met both individually and 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. Operating Hours: 9am to 6pm from Monday to Friday exclude public holidays .
Key Responsibilities:
1. Ticket Status Verification: Confirm and update the status of flight tickets for clients.
2. Rescheduling: Assist B2B Agent with changing their travel dates and ensure all modifications are accurately processed.
3. Refund Processing: Manage and process ticket refunds in accordance with company policies and client requests.
4. PNR (Passenger Name Record) Management: Handle the separation of booking codes as required.
5. Check-in Cancellation: Assist clients in canceling check-ins when necessary.
6. Flight Inquiry: Provide accurate and timely information regarding flight schedules and availability.
7. Agent Website Error Resolution: Troubleshoot and resolve any issues encountered on the agent website to ensure smooth operations.
8. Assistance on:
Booking inquiries/assistance
Change of Flights includes application of SRO
Add-Ons
Booking System failure - ISR
9. To ensure service deliverable at met with the following KPI:
Emails/whatsapp are answered within 24 hours
Email and Phone cases are resolved within 24 hours
Escalations from Ministries, government, shareholders, sales and distribution, corporate, internal departments are attended to and resolved within 3 hours.
Inbound SLA (70% answered in 30 secs)
Requirements:
● Diploma/Degree Level with a minimum of credit in English and country specific
● Ability to work in a diversified environment and culture particularly Asia Pacific countries
● Ability to manage high levels of workload and high work pressure
● Ability to multitask and quickly review information from multiple sources and make
effective decisions
● Must have excellent verbal and written English communication skills
● Well-organized and detail- oriented and able to multitask
● Must be able to work on shift including weekends, evenings and public holidays as
scheduled
● Can-do attitude, passionate and high level of energy
GET TO KNOW abc:
airasia brand co. manages intellectual property developed for the group focusing on the creation, management, licensing and enforcement of the airasia brand. Covering a range from trademarks to brand identity, content and merchandise.
GET TO KNOW US:
Our story begins in 2001 with a dream, two planes and a 40 million ringgit debt. You’ll know us as the ‘Now Everyone Can Fly’ airline (if you don’t, we’re definitely older than you).