Responsibilities

This role will lead a team of CH-ACE staff handling complex complaints received via respective countries, authorities, regulators, and from the management. Also responsible to resolve potential viral cases received via Social pages, Live Chat, Web, and any other escalated cases.

This role will ensure the daily operations for each location are smooth sailing, meeting the high and quality standard of responses and actions for each case. Ensure that daily escalations, quality of deliverables, staff’s development are meeting the standard. The role is expected to deliver extraordinary service deliverables and create a high performing team.

Duties

To ensure that the team delivers an exceptional resolution to cases from;

Regulatories

Escalations

Legal

Government Authorities

Management

To ensure that the team responds and resolves in a timely and effective manner, as well as the case resolution is referred in accordance to;

AA Terms and Condition

SOPs

Legal aspects

Regulatory

To handle hard complaints as deemed necessary; this may be including but not limited to

ACE staff escalations

Legal endorsements

Management requirement or directives

Complexity or urgency of the case

Confidentiality

Guest profile

To perform process of check and balance on ACE team in regard to;

Quality of responses

Root Cause analysis

Resolution provided

Reason for decline request

Feedback

To provide required reports by the management

To innovate, invent, and create continuous improvement for;

A Standardized Operating Procedures

Digitalization and Automation

Process improvement

To ensure staff development and upskilling by providing training sessions, projects, meetings, one to one sessions, and the like.

To create, build, and retain succession planning.

Other duties as assigned by the management

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 your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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