【Responsibilities】1. Respond & resolve all guests’ queries, requests and concerns through support channels (Web form, Email, Social media, Chats & Calls) prompt & timely manner;2. Have a natural affinity to solve guests’ concerns, provide resolution with complete empathy and ownership;3. Able to identify opportunities to upsell or cross-sell through social interactions & generate revenue;4. Able to quickly identify the root cause issues, address it with the concerned / dept and also raise it for process improvement purposes with valid insights;5. Able to manage the operations, planning & streamlining processes across support channels;6. Able to collaborate with various stakeholders, follow up and get a closure on required information for guests / internal stakeholders;7. Ability to learn, adapt and bring best customer support / social care practices in line with organizational value;8. Manage individual performance and consistently achieve set service levels;9. Manage flight disruption notices from Operations Control Center and Scheduling team by extracting the manifest, identify and manage the affected guests;10. Manage guests affected with flight disruptions by sending SMS and Email notifications and perform call-out, if applicable, in reference to preflight matrix;11. Work along with other stakeholders and ensure planned flight schedule changes in the system are correct based on the issued notices from scheduling team, network planning, or/ and OCC Provide 24/7 support to Operation Control Center in respective to any Adhoc flight disruptions;12. Perform duties as required by the management in respect to standard operating procedures, or adherence to the welfare and best interests of the company;13. Provide open communication with the team and recommend improvements for the organizational benefits.【Qualifications】1. At least 2 years' team management experience;2. Fluent English;3. Workforce management experience is a plus;4. Call center working experience is a plus;5. Proactive, responsible;6. Interested in Airline industry and willing to develop in this area.【工作地点】广州市【应聘方式】发送个人简历至邮箱：
