Airline Support Executive (Rolling Intake)

About AirAsia Malaysia

AirAsia is the largest airline in Malaysia by fleet size and destinations. It operates scheduled domestic and international flights to more than 165 destinations spanning 25 countries.

Your role

As an Airline Support Executive at AirAsia Malaysia, you will have the following duties & responsibilities:

• Responsible for ensuring all requests/issues/incidents for Airlines Support are tracked and actioned within agreed service levels.
• Responsible for continual service improvement activities by constantly collaborating with Airlines Ops by taking over issues and being able to resolve them without escalation.
• Increasing percentage of issues were resolved at the first call logged.
• Understand the functionality of our system and troubleshoot the issues with the system
• Responsible for ensuring all cases logged from Customer Care are actioned/escalated accordingly for proper resolution within agreed service levels. 
• Ensure the airlines' support teams are properly trained based on documented Standard Operating Procedures (SOP) and ensure any new tasks or added-on responsibilities are properly transitioned into an SOP.
• Conduct training sessions or knowledge transfer to local staff in troubleshooting cases
• Oversee all cases in the queue and escalate them to the relevant department. 
• To be on standby to support any issues that may arise at any time of the day 
• Act as an escalation point for cases logged by customer service to airline support
• To ensure all emails are being replied to in a timely manner and cases are logged to be able to spot common trends and underlying problems
• To stay on top of all top-priority issues that have an adverse impact on AirAsia’s business.
• Advise management on situations that may require additional client support or escalation.
• Rotate with the team members to provide on-call support overnights and weekends for high-priority issues

Training & development 

Generally, AirAsia encourages its employees, which are called Allstars, to have ambitious plans and work with the company to attain their goals. As strong advocates of continuous professional training and development, AirAsia believes in providing the Allstars with the opportunity to develop in order to realize their true potential. Below are the examples of training & development programs given when you work at AirAsia:

• Redbeat Academy (RBA) offers a range of online digital training modules in partnership with Google, for upskilling and reskilling.
• AirAsia 3.0 Digital & Data Transformation
• IATA - Managing Accident Prevention and Investigation
• Human Factors and Safety Investigations (HFASI)
• Certified Information System Security Professional
• Senior Leadership Workshop - Supply Chain, Logistics, and Operation Management 

Benefits

Aside from an attractive salary, you will also get employee benefits such as:

• Physical Wellbeing: Be at your best and recover from unexpected circumstances
• Emotional Wellbeing: For your work-life balance and mental health support
• Financial Wellbeing: Helping you be prepared for now and tomorrow, financially.
• Social Wellbeing: A sense of belonging is key - we have platforms to keep you informed and included
• Allstar Specials: If you aren't an Allstar, you aren't getting this! 

Career progression

AirAsia offers a variety of career opportunities and is committed to connecting people and transforming lives. The company has a comprehensive hiring process to ensure it selects the right candidates. Career progression at this company is likely based on performance, skills, and the needs of the company. While specific details about career progression at AirAsia are not publicly available, it’s safe to say that as a large and growing company, there are likely many opportunities for advancement. 

Work-life balance

Specifically to the requirement for this role, you will have to be able to work on 24/7 shift rotation in the office of AirAsia SEA. Global Operating Hours are 24 hours by shift (0600H-1300H, 0900H-1900H, 1200H-2100H, 2100H-0600H). But do not worry about the work-life balance here as the company is committed to providing you with good work-life balance and mental health support.

Company culture

AirAsia culture is acknowledged by most employees as a humble and fun environment to work in. The company has an interactive and fun office equipped with a fully equipped gym, clinic, physiotherapy, E-sports, pool table, and RedDeck with a mini golf course, futsal, and basketball court. Enjoy yoga, Bootcamp, and Zumba, and make many new friends as you embark on a new journey with the Allstars family.

About you

To apply for this role, you need to meet the qualifications below:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Computer Science/Information Technology or equivalent
• 1-2 years of hands-on experience supporting end-user computing and applications. Fresh graduates with a passion for technology are also encouraged to apply!
• Familiarity with ITIL V3 Foundations is a plus
• High sense of urgency and motivation to succeed and pay attention to details

How to apply

To apply to this position, click the "Apply on employer site" button on this page. We will direct you to AirAsia Malaysia's official link for this vacancy. Make sure you have read all of the requirements mentioned above.

Sources

The following sources were used in researching this page:

• newsroom.airasia.com
• mycareer.airasia.com
• glassdoor.com/Reviews/AirAsia-Malaysia-Reviews-EI_IE318753.0,7_IL.8,16_IN170.htm?filter.iso3Language=eng