Customer Success 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 a start-up in the role of Customer Success Executive at AirAsia Malaysia, 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:

• Guide merchant base throughout their customer journey – from onboarding through to repeat orders
• Serve as the primary point of contact and develop a trusted advisor relationship with merchants to ensure service usage achieves full business value
• Monitor delivery shipments from start to finish to ensure successful delivery
• Take ownership of escalated delivery issues and follow problems through to resolution
• Use customer data and analytics to uncover opportunities for new feature adoption and up-selling
• Educate customers on the most recent updates and enhancements to our products/services
• Act as the merchant advocate, providing constant feedback to internal teams to improve the customer experience and product offerings
• Monitor performance and end-to-end movement of deliveries be it across external or internal parties
• Proactively recognize potential churn risks and collaborate closely with internal teams to address these concerns, thereby securing successful contract renewals.

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 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! 

In this role you will be part of #TeamTeleport where you will also enjoy the following benefits:

• Hot desks - On-site work with flexible workspace arrangement and provide you with a change of scenery maybe in a quiet area.
• Unlimited training -You will have access to a wide range of learning resources including Notion!
• Ditch the Suit & Tie - Be comfortable as you are, and express your inner Fashionista… as long as it's not a birthday suit!
• Growth opportunities - AirAsia embraces and takes on opportunities to learn and grow at Teleport as the company reimagines the way it does things. Yes, you can together meet the challenge head-on as a team, and then celebrate together with you when you succeed and reap the rewards when the hard work pays off.

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 company's needs. 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

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 must meet the minimum-requirement skills and a ‘must-have’ for the role:

• Excellent problem-solving skills, with a focus on delivering implementable solutions and results
• Is resourceful and a fast thinker – able to solve problems on the go and adapt quickly
• Highly developed oral & written communication skills - especially in English and Mandarin

You are also required to meet the requirements below:

• At least 1 year of experience in customer service 
• Fresh graduates are welcome to apply

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