Responsibilities

• The Preflight Assistant Manager will be responsible for the overall daily operation across the preflight


• The job scope includes representation of Customer Happiness- Preflight towards stakeholders such as Operations Control Center, Scheduling team, Network Revenue, Sales and Distribution, Communications, and AOC Management.


• The duties and responsibility will cover the preflight team located in the Philippines, Indonesia, Thailand, Japan, Malaysia, China, Korea, and India.


• This role will ensure that the daily KPI and SLA are met by the team, both individual and group. It is expected that smooth operation and urgent matters are attended in a timely manner.

Duties

• To deliver an exceptional quality of service to:


• FIT


• Travel Agencies


• Regulatory Agencies


• Government sectors, if applicable


• Corporate Inquiries


• Share holders, ministries, and members of the parliament (if applicable)


• Internal team such as Operations Control Center, Scheduling team, Network and Planning, Ground Operations, CH Airline Operation, SnD, Corporate, Groupdesk, and other internal entities.


• To ensure service deliverable at met with the following KP stated in the SOP.


• Emails are attended within thirty (30) minutes.


• Flight notifications are sent accordingly


• Outbound call must be performed accordingly


• Escalations are assisted accordingly, within the time frame of 15 minutes.


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To support operation, by guiding the Preflight officers executives in carrying out their tasks and to be on standby to support the team based on rotational..

To participate / organize regular team meetings, buzz sessions, giving feedback and ideas to the executives and management.

To escalate any queries or unresolved issues to related departments, with the agreed procedures or giving ideas on process improvements.

To perform checks on Preflight tasks (including email escalation tasks, reports, etc.)

To undertake any tasks delegated by the manager and head of department.

• Assess, recommend and create continuous improvement for:


• Standardized SOP of preflight


• Improvement of Service Level and KPI


• Reinventing improved processes that will include revenue generation


• Provide platform of improvement on processes and procedures


• Collaboration with CH team on ensuring that process and procedure are commonly applied


• Creating a high performing culture


• create, build and retain succession planning


• To provide refresher training, soft skills and maintain 80% of the team in meeting and exceeding targets.

Merits

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  Diploma/Degree Level with a minimum of credit in English and Mathematics
  
  


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  Minimum of 2-3 years in a supervisory capacity for large contact center with proven credentials
  
  


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  Provide quality and timely customer service via the organization's digital channels by responding directly to customer questions, feedback, and complaints in live chat,social and web.
  
  


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  Ability to work in a diversified environment and culture particularly Asia Pacific countries
  
  


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  Ability to manage high levels of workload and high work pressure
  
  


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  Ability to adapt and fit in the culture, multitask and quickly review information from multiple sources and make effective decisions
  
  


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  Must have excellent verbal and written English communication skills
  
  


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  Well-organized and detail- oriented and able to multitask
  
  


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  Must be able to work on shift including weekends, evenings and public holidays as scheduled
  
  


• Can-do attitude, passionate and high level of energy

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.

Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.