Regional Manager, Customer Care

Regional Manager, Customer Care

Air Asia
Malaysia
Not Specified
Not Specified

Job Description


Job Description
A DAY IN A LIFE
As a start up, you can expect your days to be pretty varied. Multitasking is normal, and sometimes, your skills or natural talents will be leveraged to support other business priorities. That said, the bulk of your working hours should involve you having to:

  • Set the overall vision and strategic plan for Customer Care, focusing on driving best-in-class customer experience

  • Analyse and improve existing Customer Care processes with focus on scalability, efficiency optimisation and quality

  • Take ownership of escalated Customer Care issues and follow problems through to resolution

  • Ensure SLAs are consistently met

  • Drive education, training initiatives to elevate team performance

  • Follow up with customers to identify areas of improvement, collect feedback

  • Develop daily, weekly and monthly reports on Care team’s productivity

  • Provide customer feedback to the appropriate internal teams, like product developers

At the onset, you may be culture-shocked working in AirAsia and with the Teleport team. To help you adapt better, we would like to share our beliefs on our culture:

  • Do what is needed to get things done, as they believe speed is more important than anything else to effect change

  • Bring an enthusiastic, can-do approach to work in our fast-paced environment

  • Over communicate, particularly as they are all quite autonomous

  • Are rigid on goals, but flexible on the details

SKILLS
These are minimum skills requirements and a ‘must-have’ for the role:

  • Strong leadership and people management skills, with ability to motivate and drive outcomes

  • Proven ability to collaborate internally with cross-functional teams

  • Results and performance driven, preferring data to drive your everyday decisions

  • Possess a hands-on mentality and an analytical and structured way of working

  • Able to operate successfully in a lean, fast-paced organization to scale quickly

  • Self-motivated with a focus to exceed set goals

  • Comfortable adapting to new technologies

  • Open to travelling across Southeast Asia

These are skills that are ‘nice-to-have’ and will make you stand-out in the job application:

  • Expertise in Customer Service platforms (ServiceCloud, Zendesk) is a plus

  • Familiarity with process mapping, flowcharting

QUALIFICATIONS & EXPERIENCE

  • At least an undergraduate degree

  • 5+ years working experience, predominantly in a Customer Service leadership background

EQUAL OPPORTUNITY EMPLOYER
Teleport is an Equal Opportunity Employer. All qualified applicants will receive due consideration for employment regardless of race, colour, religion, disability, sex, age, ethnic or national origin, marital status, sexual orientation, gender identity or presentation, pregnancy or any other status protected by National Law.
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 the best. We committed to creating a diverse work environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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