Career Available: Air Asia Live Chat Officer March 2013

Air Asia is also looking for Live Chat Officer! Other than the Customer Care Officer position. Below is the write-up.

Live Chat Officer 

Position: Live Chat Officer
Work Location: LCC Terminal, Sepang
Date Posted: Wednesday, March 13, 2013

  • Resolve all customer enquiries and feedback in a timely and effective manner whilst upholding the company's image through the Live Chat Channel 
  • Escalate complaints to the relevant departments to improve business processes 
  • Service recovery - satisfying guest with professional and empathetic service 
  • Continuously strive to develop and maintain guest rapport and satisfaction 
  • Manage individual performance and able to generate own performance report 
  • Ensure that all enquiries are responded to timely as per the time frame given 
  • Able to handle other channels of complaints like consumer organizations, ministries and social media 
  • Provide professional customer service through Live Chat and maintain good rapport with customer 
  • Always keep abreast on company's operational issues and the airline industry trends 
  • Candidate should possess at least a Diploma or Bachelor's Degree in any field 
  • 1 year of working experience in Customer Service or related field 
  • Proficient in verbal and written English, Bahasa Melayu and Mandarin 
  • Excellent computer skills and proficient in Excel, Word, Outlook, and Access 
  • Possess good interpersonal and communication skills to collaborate effectively with internal and external customers 
  • Possess excellent problem- solving skills and able to handle both enquiries and complaints 
  • Possess personal traits: friendly, mature, humble, honest, meticulous; self-starter; able to perform under pressure in a challenging environment 
  • Ability to maintain high confidentiality, tactful and discretion when dealing with people 
  • Able to work independently with strong follow up tenacity 
  • Able to work under pressure and also odd hours if required 
  • Fresh graduates are encouraged to apply 
  • Willing to be based in LCC Terminal, Sepang 

Good luck!

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