AirAsia Berhad: Asia’s leading airline was established with the dream of making flying possible for everyone. Since 2001,
AirAsia has swiftly broken travel norms around the globe and has risen to become the world’s best. Driven by the Dare to Dream spirit,
we pride ourselves in being the region’s largest low-cost carrier, serving 27 countries and over 130 destinations.
We're not confined by walls, except when we need to answer the call of nature, so all departments mingle every day.
As we embrace new technology to become a digital airline, services like BIG Duty Free, BIG Pay, BIG Loyalty, Touristly,
ROKKI and Xcite Inflight Entertainment will be an exciting evolution, placing us ahead of the game. Are you in?
AirAsia is set to take low-cost flying to an all new high with our belief, "Now Everyone Can Fly"
Japan & Korea form a significant part of the AirAsia operation. This senior leadership role will be accountable for the Customer Happiness role in the region,
supporting a team of over 30 work from home staff and office based country managers to drive the Customer Happiness function in the region.
This includes being the senior escalation point for all government, regulator and legal cases in the region, establishing solid relationships
with local authorities & regulators and delivering on the team KPI’s and projects to advance the digital customer happiness transition.
•Lead a team of 2 country managers and over 30 work from home staff
•Oversee all digital customer happiness functions in the region, including transformation to new digital channels
•Form good relationships with local authorities, regulators and consumer agencies to support AirAsia operations in the region
•Represent AirAsia for any regulator, authority, government or legal cases in the region
•As the on call manager in Korea & Japan, represent Customer Happiness in any major disruption or incident requirements related to Korea
or Japan including on site support for any incidents at Korean or Japanese airports
•Manage and support the team’s workload, assignments and schedules
•Recruit, train & onboard new staff and support the People Department in administrative tasks related to recruitment & onboarding
•Ensure AirAsia & the Customer Happiness team is compliant with all Korean & Japanese regulations
•Ensure web based content published by AirAsia is up to date and accurately translated into Korean & Japanese
•Manage all legal and escalated cases relating to Korean & Japanese customers, regardless of the AOC
•Provide coaching and support to team members to assist with their overall development
•Regional coordinator for the Customer Happiness BCP/Emergency response procedures
•Drive team KPI performance, ensuring achievement of all individual & team KPI’s
•Handle internal and external escalations, feedback from both customers and staff
•Accountable for regional team culture, ensuring it’s aligned to AirAsia & Customer Happiness values
•Review and approve escalated queries from team members up to delegated limit
•Immediately report any ICT issues and work with ICT & vendors to minimise disruption to the team
•Assist Customer Happiness team to identify and report system trends and abnormalities
•Remain current in the airline by acquiring products and services information, latest details and industry related news which impacts support
•Participate in training and development activities
•Support the Customer Development team on all projects, including digital transformation
•As a member of the senior customer happiness leadership team, act as a delegate when required
•Other duties as assigned
•Diploma/Degree Level with a minimum GPA of 3.0
•Must have an excellent degree of fluency in both written & spoken Japanese, Korean & English languages
•Exceptional leader, ideally with experience managing cross culture/country decentralised teams
•Ability to work with team members and guests from a range of cultures and backgrounds
•Minimum 5 years experience in a previous leadership role required, ideally within the airline industry
•Current working knowledge of local consumer, aviation, labor, CIQ related law/regulation
•Ability to manage high levels of workload
•Ability to multitask and quickly review information from multiple sources and make effective decisions
•Minimum 5 years of related customer service experience
•Must have excellent verbal and written communication skills
•Well-organized and detail- oriented and able to multitask
•Ability to work remotely and make independent decisions
•Must be able to work outside of normal working hours including weekends and public holidays when required
•Unrestricted ability to live and work in Korea or Japan
•Holds a current passport with unrestricted access and/or the ability to obtain visas to all AirAsia ports
•Able to travel frequently to domestic & international destinations
AirAsia is an equal opportunity employer and due to the volume of applicants only shortlisted applicants will be notified.
Asia’s leading airline was established with the dream of making flying possible for everyone. Since 2001,
AirAsia has swiftly broken travel norms around the globe and has risen to become the world’s best.
With a route network that spans through more than 20 countries, AirAsia continues to pave the way
for low-cost aviation through our innovative solutions, efficient processes and a passionate approach to business.
Together with our associate companies, AirAsia X, Thai AirAsia and Indonesia AirAsia,
AirAsia is set to take low-cost flying to an all new high with our believe, ‘’Now Everyone Can Fly’’.