Executive - Customer Success

The Programme

We’ve got modern-day solutions for all your modern-day delivery woes. 
 
In a world that’s constantly on the move, we know how important it is to keep things moving. We’re on a mission to enable everyone, from single merchants to the largest companies, to move goods and e-commerce anywhere in Asia Pacific and beyond. 
 
Logistics should be easy, quick and seamless at great rates. And we believe this standard should be the norm, not the exception as we strive to be the best logistics company in Asia Pacific. Currently, we’ve made our presence felt in Malaysia, Thailand, Indonesia, Philippines, India, Singapore and China.  
 
Our deep integration with Airasia’s network and infrastructure puts us in a unique position to achieve what sounds impossible, and we need you to bring this to a reality. 
 
A DAY IN THE LIFE: 
 
As a start up, 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 with 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.

Required Skills and Abilities

SKILLS:

• These are 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.

QUALIFICATIONS & EXPERIENCE:

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

BENEFITS:

Work-Life at #TeamTeleport:

• 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, express your inner Fashionista… as long as it's not a birthday suit! 
• Growth opportunities - We embrace and take on opportunities to learn and grow at Teleport as we reimagine the way we do things. Yes, we meet the challenge head on as a team, and we celebrate together with you when you succeed and reap the rewards when the hard work pays off.

About Us: 
 
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 25 countries and over 160 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.