Full Time Assistant Manager, Customer Success Jobs, in AirAsia Malaysia WP Kuala Lumpur - Maukerja

SKILLS

These are minimum-requirement skills and a ‘must-have’ for the role:

• Strong stakeholder management

• Excellent communication, interpersonal and conflict resolution skills

• Critical thinking to move with intent and urgency

• Proven ability to collaborate internally with cross-functional teams

• Able to manage multiple priorities and operate successfully in a lean and fast-paced organization 

• Results and performance driven, preferring data to drive your everyday decisions

• Excel expertise

QUALIFICATIONS & EXPERIENCE

• At least an undergraduate degree, any discipline; advanced degree a plus

• 5 or more  years of work experience in Key Account Management, Operations

• Previous experience in customer / key account management in the logistics / e-commerce industry is beneficial. 

• Develop a deep understanding of our product and operational offerings; including the end-to-end operations of key accounts managed by the team. 

• Proactively provide a positive customer journey - from onboarding to trials, including being able to provide solutions in solving customers’ challenges by demonstrating high collaboration efforts with both internal and external stakeholders. 

• Manage and ensure high quality of messaging and content issued to customers, including but not limited to SLA reports, Monthly Business Reviews, meeting recaps, incident reports and others.

• Understand internal systems and processes for the development of automation to capture data for daily consumption and analysis, and reduction of manual works.

• Act as the customer advocate, providing constant feedback with internal teams to improve the customer experience and product offerings, including the safeguarding of performance and end-to-end movement of deliveries. 

• Assist the Manager to develop plans and initiatives that drive improvements across all stages of the post-sales customer lifecycle from onboarding to retention. 

• Annual Leave
• EPF
• SOCSO
• EIS