职位详情
<p class="MsoNormal" style="line-height: 19.5pt; background: white; text-align: left;"><strong><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">亚洲航空简介：</span></strong></p>
<p class="MsoNormal" style="line-height: 19.5pt; background: white; text-align: left;"><span style="font-size: 10.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">亚洲航空公司（<span lang="EN-US">AirAsia</span>），简称亚航，成立于<span lang="EN-US">2001</span>年；是马来西亚第二家国际航空公司，也是亚洲地区首家低成本航空。一共<span lang="EN-US">192</span>条国内及国际航线，覆盖<span lang="EN-US">20</span>多个国家。亚航一直致力于将低成本飞行带到新的高度，使“现在人人都能飞”的信念成为现实，并连续<span lang="EN-US">6</span>年获得“世界最佳低成本航空”称号。</span></p>
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<p class="MsoNormal" style="line-height: 19.5pt; background: white; text-align: left;"><span style="font-size: 10.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">目前在马来西亚、泰国、菲律宾、印尼以及柬埔寨拥有<span lang="EN-US">5</span>家短途子公司，是东盟区域最大的低成本航空公司。品牌旗下亚航长途两家长途公司，马来西亚亚航长途和泰国亚航长途公司也运营着定期直飞中国的航班。自成立以来，公司总计已将接近<span lang="EN-US">8</span>亿人次乘客运送至其飞行网络中超过<span lang="EN-US">130</span>个目的地。</span></p>
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<p class="MsoNormal" style="text-align: center; line-height: 19.5pt; background: white;" align="center"><strong style="mso-bidi-font-weight: normal;"><span style="font-size: 16.0pt; mso-bidi-font-size: 10.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">岗位</span></strong></p>
<p class="MsoNormal" style="line-height: 19.5pt; background: white;"><strong><span lang="EN-US" style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">1 </span></strong><strong><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">职位名称： 客服团队副经理</span></strong></p>
<p class="MsoNormal" style="line-height: 19.5pt; background: white;"><strong><span lang="EN-US" style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">2 </span></strong><strong><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">招聘数量：<span lang="EN-US">1</span></span></strong></p>
<p class="MsoNormal" style="line-height: 19.5pt; background: white;"><strong><span lang="EN-US" style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">3 </span></strong><strong><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">薪酬待遇：面议</span></strong></p>
<p class="MsoNormal" style="line-height: 19.5pt; background: white;"><strong><span lang="EN-US" style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">4 </span></strong><strong><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">地点：广州市</span></strong></p>
<p class="MsoNormal" style="line-height: 19.5pt; background: white;"><strong><span lang="EN-US" style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">5 </span></strong><strong><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">简历接收邮箱：<span lang="EN-US">daisyzhou@airasia.com</span></span></strong></p>
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<p class="MsoNormal" style="line-height: 19.5pt; background: white; word-break: break-all;"><strong><u><span style="font-size: 13.5pt; font-family: '微软雅黑',sans-serif; mso-bidi-font-family: 微软雅黑; color: #07132b;">岗位职责</span></u></strong></p>
<p class="MsoNormal"><span lang="EN-US">Responsibilities</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoListParagraphCxSpFirst" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Respond & resolve all guests’ queries, requests and concerns through support channels (Web form, Email, Social media, Chats & Calls) prompt & timely </span></p>
<p class="MsoListParagraphCxSpFirst" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><span lang="EN-US"> manner.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Have a natural affinity to solve guests’ concerns, provide resolution with complete empathy and ownership.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Able to identify opportunities to upsell or cross-sell through social interactions & generate revenue.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">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.</span></p>
<p class="MsoListParagraphCxSpLast" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Able to manage the operations, planning & streamlining processes across support channels.</span></p>
<p class="MsoListParagraphCxSpFirst" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Able to collaborate with various stakeholders, follow up and get a closure on required information for guests / internal stakeholders.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Ability to learn, adapt and bring best customer support / social care practices in line with organizational value.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Manage individual performance and consistently achieve set service levels.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Manage flight disruption notices from Operations Control Center and Scheduling team by extracting the manifest, identify and manage the affected guests.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Manage guests affected with flight disruptions by sending SMS and Email notifications and perform call-out, if applicable, in reference to preflight matrix.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18pt; text-align: justify;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Work along with other stakeholders and ensure planned flight schedule changes in the system are correct based on the issued notices from scheduling team, </span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18pt; text-align: justify;"><span lang="EN-US"> network planning, or/ and OCC Provide 24/7 support to Operation Control Center in respective to any Adhoc flight disruptions.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Perform duties as required by the management in respect to standard operating procedures, or adherence to the welfare and best interests of the company.</span></p>
<p class="MsoListParagraphCxSpLast" style="text-indent: -18.0pt; mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Provide open communication with the team and recommend improvements for the organizational benefits.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoNormal"><span lang="EN-US">Requirements</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p>
<p class="MsoListParagraphCxSpFirst" style="text-indent: -18.0pt; mso-list: l1 level1 lfo2;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">At least 2 years’ team management experience.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l1 level1 lfo2;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Fluent English.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l1 level1 lfo2;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Workforce management experience is a plus.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l1 level1 lfo2;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Call center working experience is a plus.</span></p>
<p class="MsoListParagraphCxSpMiddle" style="text-indent: -18.0pt; mso-list: l1 level1 lfo2;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Proactive, responsible.</span></p>
<p class="MsoListParagraphCxSpLast" style="text-indent: -18.0pt; mso-list: l1 level1 lfo2;"><!-- [if !supportLists]--><span lang="EN-US" style="font-family: Symbol; mso-fareast-font-family: Symbol; mso-bidi-font-family: Symbol;"><span style="mso-list: Ignore;"> ·<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-US">Interested in Airline industry and willing to develop in this area.</span></p>
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