Job Description
Responsibility
Implement Business Strategy: Assist in the tactical implementation of strategies and initiatives aligned with established business goals and revenue targets.
Process & Reporting Management: Contribute to developing and maintaining efficient operational procedures and reports to ensure reliability and compliance.
Financial & Contract Support: Help track financial records and manage contract processes in collaboration with the Finance Team and legal requirements.
Coordination: Support the administration of all solution-related activities across relevant group entities (Capital A and AirAsia).
Primary Contact & Support: Serve as a key point of contact for customers, handling inquiries, managing onboarding, and providing ongoing support to ensure high satisfaction.
Customer Health & Feedback: Monitor the solution's health, proactively escalate issues, and conduct regular check-ins to gather insights and feedback for continuous improvement.
Documentation: Assist in creating and maintaining customer-facing documentation (user guides, FAQs) and training materials.
Internal Advocate: Act as the voice of the customer within internal teams (Product, Engineering, Operations) to ensure customer needs drive development and issue resolution.
Product Liaison: Work closely with the Product Development team to support timely product enhancements and ensure seamless integration within the broader digital ecosystem.
Market Expansion: Collaborate with Commercial teams to support market expansion efforts, focusing on customer acquisition and success metrics.
Stakeholder Management: Develop strong relationships with internal stakeholders to facilitate objective achievement and a unified customer experience.
Data Insights: Conduct regular data analysis to identify trends and key drivers impacting the business and customer outcomes.
Performance Reporting: Support the preparation of accurate reports on the solution's performance, tracking against established KPIs and customer success indicators.
Role Responsibility
Strengthen the Asia Digital Engineering brand image and customer advocacy
Promote Asia Digital Engineering’s culture and values within the organisation and externally
Act as the voice of Digital & Innovation Services
Be diligent, ensure completeness, accuracy and timely delivery of actions
Strive for excellence in the execution of responsibilities and duties
Qualifications
Possess a recognised Bachelor's Degree in the engineering field
3-5 years of working experience in the Engineering Department
Experience in Technical Service/ Reliability would be an advantage
Strong analytical skills and comfortable working with data for performance insights.
Proficiency in creating and maintaining processes, documentation, and reports.
Good negotiation, commercial thinking, and stakeholder management skills
Able to prioritise, focus, persevere, manage time well and aim to deliver from start to finish (good project management skills)
Detail-oriented, creative, analytical and good with numbers and analysis tools (MS-Excel /Google Sheet)
Have integrity, be ethical, respectful and service-minded; able to collaborate with others from different cultures with different values, excellent in providing customer service
Confident, self-initiator, great coordinator and able to adapt to changes
Able to network with others, be a team player, curious and strive for learning & self-development
Excellent verbal and written communication skills in English and Bahasa