Senior Executive, Driver and Customer Experience

Puchong, Selangor
Training
Full-time

19 hours ago

Job DescriptionAbout the RoleWe're looking for a passionate and highly organized Operations & User Journey S.Executive to join our AirAsia Ride team. This role is at the heart of our customer-facing operations, focusing on ensuring a seamless experience for both our drivers and passengers. You'll manage advance booking operations, handle quick-turnaround queries, and use data to drive improvements, all while providing empathetic support. The ideal candidate is a proactive problem-solver with a meticulous eye for detail.Key ResponsibilitiesOperational Management: Manage advance booking operations, including creating B2B job cards, assigning drivers, and monitoring driver movements to ensure service fulfillment and a minimum of 90% job completion.Customer & Driver Support: Serve as the first point of contact for escalated driver and passenger issues, providing timely and empathetic resolution. Handle quick queries from drivers and customers related to advance bookings and other service matters.Data Analysis & Reporting: Monitor and analyze support tickets, feedback, and service performance to identify trends and areas for improvement. Prepare weekly and monthly reports for management using Google Workspace tools (Docs, Slides, Sheets), with a focus on proficiency in Google Sheets for tracking and analysis.Process Improvement: Develop and maintain standard operating procedures (SOPs) to ensure consistent service delivery. Collaborate with product, operations, and engineering teams to share insights and support feature enhancements.Relationship Building: Develop and maintain strong relationships with both AirAsia Ride drivers and customers.Qualifications & SkillsEducation: Diploma or degree in any major.Experience: Previous experience in customer support, operations, or the ride-hailing industry is a plus.Technical Proficiency: Strong proficiency in Google Sheets, including formulas, lookups, conditional formatting, and pivot tables.Familiarity with other Google Workspace tools (Docs, Slides, Gmail, Meet).Key Competencies:Operational Mindset: The ability to understand and execute tasks efficiently within an operational framework.Excellent Communication: Strong verbal and written communication skills in English are a must. Proficiency in Malay, Mandarin, or Tamil is a plus.Problem-Solving: Excellent analytical and problem-solving skills with a high degree of attention to detail.Adaptability: Ability to multitask, manage time effectively to meet deadlines, and remain composed in a fast-paced environment.Independence: Self-driven and capable of working autonomously with minimal supervision.Positive Nature: A proactive team player who can maintain a positive and collaborative attitude.Other RequirementsAvailable for a contract commitment of a minimum of 6 months (with an opportunity for renewal to permanent HC )Willing to be deployed on a shift rotation basis, including weekends.Based in our Puchong office.If you believe you meet the outlined criteria and are enthusiastic about joining our team, we encourage you to apply for this internship opportunity. We look forward to reviewing your application.
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.Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

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