Job DescriptionThe Assistant Manager - Customer Happiness (Operations) will be responsible for assisting guests concerns received through Emails, Calls, Social Media, Chats and any other Customer Support Channels. This role will also be responsible for working on pre-flight operations. 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. This role has a significant responsibility to reflect the right public face of the brand & customer happiness. Key Duties and ResponsibilitiesRespond & 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.

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.