北京招聘

About the Role

岗位简介

This role is to support resolution by providing quality, timely and effective customer support via various digital channels such as social media, chat and email.

通过社交媒体、在线聊天和电子邮件等在线渠道提供及时高效的客户服务。

    

Responsibilities  

岗位职责

· Provide quality and timely customer service via the organization’s digital channels by responding directly to customer questions, feedback, and complaints;

· 通过公司在线渠道直接回应客户问题、反馈及投诉，为客户提供及时高效的客户服务；

· Creatively and accurately articulate responses via excellent written communication skills regarding AirAsia products and services ;

· 以出色的书面沟通能力就客户对亚航产品与服务提出的反馈给予准确及个性化的回应；

· Follow required procedures and processes to resolve customer inquiries or complaints;

· 遵照流程与程序解决客户问询及投诉；

· Assist customers with learning how to use and where to find AirAsia products and services ;

· 协助客户找到亚航的产品与服务，并告知客户获取/使用产品与服务的方法；

· Assist Customer Experience team to identify and report system trends and abnormalities;

· 协助客服体验团队发现并报告系统趋势及异常；

· Use a computer to accurately record customer interactions or support transactions;

· 使用电脑准确记录客户互动并对销售提供支持；

· Generate sales or do upselling while providing exceptional service to meet personal and team sales target

· 在完成个人及团队销售目标的同时增加销售额或向上销售；

· Remain current in the airline by acquiring products and services information, latest details and industry related news which impacts support;

· 及时了解最新产品与服务信息与细节，以及与客服相关的最新行业信息；

· Participate in training and development activities;

· 参与相关培训及拓展活动；

· Other duties as assigned.

· 完成其他要求的任务。

    

Desired Skills & Experience

岗位要求

· At least a college graduate;

· 大专以上学历；

· Must have excellent verbal and written English and Chinese communication skills;

· 良好的中英文口头及书面表达能力；

· Well-organized and detail- oriented and able to multi-task;

· 做事有条理，注重细节，拥有多任务处理能力；

· Ability to work with very minimal guidance or supervision and strong time management skill;

· 自觉性强，能在极少的监督指导下出色完成工作，拥有较强的时间管理能力；

· Must be an assertive team player with high energy to work in fast-paced environment;

· 工作积极性强，善于团队合作，适应快节奏工作环境；

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

· 可接受在周末、夜晚（包括通宵班）及公共假日轮班工作。

亚洲航空是世界领先的低成本航空公司，拥有超过150个横跨亚太区的航线网络。2001年营业至今，亚航已承载超过5亿名乘客，并从最早只拥有两架客机，不断扩展至拥有超过200架客机。亚航在马来西亚、印尼、泰国、菲律宾、印度及日本都设有营运总部与完善且密集的航线网络，服务范围涵括亚洲、澳洲、中东及美国等，并以身为一家真正的东盟（Asean）航空公司为傲。从2009年至2019年，亚航已连续11年被Skytrax年度世界航空调查评选为世界***低成本航空公司。

AirAsia, the world’s leading low-cost carrier, services an extensive network of over 150 destinations across Asia Pacific. Since starting operations in 2001, AirAsia has carried more than 500 million guests and grown its fleet from just two aircraft to over 200. The airline is proud to be a truly Asean (Association of Southeast Asian Nations) airline with established operations based in Malaysia, Indonesia, Thailand and the Philippines as well as India and Japan, servicing a network stretching across Asia, Australia, the Middle East and the US. AirAsia has been named the World’s Best Low-Cost Airline at the annual Skytrax World Airline Awards 11 times in a row from 2009 to 2019.