Customer Service Representative - AirAsia Call Center (Depok, Jawa Barat)

Join our dynamic team as a Customer Service Representative for AirAsia’s official call center in Depok, Jawa Barat. This role offers a unique opportunity to deliver exceptional service to passengers, resolve inquiries, and ensure a seamless travel experience for our valued customers. As part of AirAsia’s commitment to excellence, you will be the first point of contact for passengers, handling a wide range of customer service issues with professionalism and empathy.

In this role, you will work in a fast-paced environment, using tools like AirAsia’s proprietary CRM system and customer service software to manage bookings, handle complaints, and provide real-time assistance. Your daily interactions will shape the customer’s perception of AirAsia, making your skills in communication and problem-solving crucial.

We are looking for a passionate and dedicated individual who thrives in a customer-centric environment. If you are eager to contribute to a global airline with a strong focus on service quality, this is the perfect opportunity to grow your career in the travel industry.

📋 Tanggung Jawab Pekerjaan

• Handle inbound and outbound customer calls, emails, and chats with a focus on resolving issues efficiently
• Manage and update passenger bookings, including changes, cancellations, and refunds
• Provide accurate and timely information about flight schedules, baggage policies, and other travel-related queries
• Uphold AirAsia’s customer service standards by ensuring all interactions are professional, courteous, and compliant with company policies
• Escalate complex issues to the appropriate teams and provide updates to customers
• Monitor and improve customer service metrics to ensure high levels of satisfaction and loyalty
• Collaborate with other departments to ensure a seamless travel experience for passengers
• Adhere to AirAsia’s security and data protection protocols to safeguard customer information

🎓 Kualifikasi & Syarat

• Minimum of 1-2 years of experience in customer service, preferably in the travel or airline industry
• Proven ability to handle high volumes of calls with a positive attitude and professionalism
• Excellent communication skills, both written and verbal, in English and Indonesian
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment
• Basic understanding of travel regulations, flight operations, and customer service best practices
• Familiarity with customer relationship management (CRM) systems and other relevant customer service software
• Ability to work shifts, including weekends and holidays, as required
• Willingness to undergo AirAsia’s training and certification programs

🛠️ Keahlian

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