Job description
Job DescriptionJob DescriptionWe are looking for a dedicated and experienced Manager, Customer Care to lead and support our Customer Care operations. This role will focus on delivering exceptional customer experiences, improving service processes, and ensuring operational efficiency across all support channels.Key Responsibilities:Implement the strategic direction for Customer Care to deliver high-quality customer service.Review and improve existing care processes with a focus on scalability, efficiency, and service quality.Handle escalated customer issues and ensure they are resolved effectively and promptly.Monitor and ensure service level agreements (SLAs) are consistently met.Support training and development initiatives to elevate team performance.Collect customer feedback and identify areas for continuous improvement.Prepare and maintain regular reports on team productivity and key performance metrics.Share customer insights with internal teams such as Operations, Marketing, Commercial, or Product to support improvements and alignment.
Responsibilities & skills
Education
Comfortable working in a fast-paced, dynamic environment.Experience managing customer service across multiple channels (phone, email, live chat, social media).Quick to adopt and adapt to new technologies.Willingness to travel across Southeast Asia as needed.Experience with platforms like Yellow.AI, Salesforce Service Cloud or Zendesk is a plus.Familiarity with process mapping and workflow documentation is advantageous.
Experience
Ready to apply?
Sign in and make sure your profile and resume are up to date.
AirAsia
With the ever growing need to move away from traditional advertising avenues and to maximize your advertising dollars, AirAsia has come up with a unique and effective way to reach a wide spectrum of consumers. Utilising the growing reach of Asia's No. 1 Low Fare Airline, AirSpace Advertising allows you to communicate directly with AirAsia's broad spectrum of passengers, giving you a channel to get your message across effectively.Our lively and colourful travel360 magazine has op-end content, engaging features and a potential readership of...
View company profile