Customer Service Representative

2 weeks ago


Guangzhou, Guangdong, China AirAsia Full time

Job Summary

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for delivering exceptional quality of service to our clients across various sectors, including Travel Agencies, Regulatory Agencies, and Government sectors.

Key Responsibilities:

  • Provide assistance on booking inquiries, change of flights, and add-ons.
  • Support internal clients, including SnD, Corporate, Groupdesk, and Government departments.
  • Respond to emails and phone cases within 24 hours.
  • Ensure service deliverables meet the following KPIs:
    • Emails answered within 24 hours.
    • Email and phone cases resolved within 24 hours.
    • Live chat answered within 3 minutes.
    • Escalations resolved within 3 hours.

Requirements:

  • Bachelor's Degree holder.
  • Previous customer service experience an advantage.
  • Ability to work on shift rotation 5 days a week.
  • Excellent verbal and written English, and Chinese language skills.
  • Well-organized and detail-oriented with strong time management skills.


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