Intern, Control Tower (Booking Operations & Support)

Job Description

HIRING: Control Tower Intern (Booking Operations & Support)

Location: Puchong Office (may relocate to nearby areas) Employment Type: Internship (Contract) Shift: Rotational shifts, including weekends

Role Overview

As a Control Tower Intern, you will support the day-to-day execution of advance booking operations within the ride platform. You will assist in coordinating between drivers, customers, and internal teams to ensure smooth booking fulfillment. This role offers hands-on exposure to real-time operations, data tracking, and problem-solving in a fast-paced environment.

Key Responsibilities

Booking Operations & Monitoring

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Assist in managing advance bookings, including job card creation, driver assignment, and status updates.

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Monitor bookings in real time to support timely driver allocation and trip completion.

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Help track operational performance, including completion rates and cancellations.

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Identify basic booking issues (e.g., unassigned jobs, scheduling conflicts) and escalate when necessary.

Customer & Driver Support

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Support communication with drivers and passengers regarding advance bookings.

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Respond to inquiries via internal channels and escalate complex cases to relevant teams.

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Assist in sending reminders and updates to ensure booking readiness.

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Maintain records of operational issues and support activities.

Data Management & Reporting

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Update and maintain booking data from dashboards and internal systems.

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Ensure data accuracy in live tracking sheets and remove duplicates.

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Support reporting by preparing data in Google Sheets.

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Assist in identifying trends and insights to improve operations.

Process & Cross-Team Collaboration

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Follow SOPs to ensure consistent operational processes.

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Collaborate with Operations and other teams to resolve issues.

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Contribute ideas to improve workflows and efficiency.

Skills & Competencies

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Operational Awareness: Basic understanding of workflows and ability to follow processes.

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Communication Skills: Clear verbal and written communication.

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Time Management & Multitasking: Able to handle multiple tasks in a fast-paced setting.

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Attention to Detail: Ensures accuracy in data and operations.

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Problem Solving: Willingness to learn and resolve issues with guidance.

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Teamwork: Able to work independently and collaboratively.

Qualifications & Requirements

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Malaysian citizens only

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Open to students or fresh graduates (Internship level)

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Preferred background in Business Administration, Management, or related fields

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Basic proficiency in Google Workspace (especially Google Sheets)

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Good command of English; additional languages (Malay, Mandarin, Tamil) are an advantage

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Willing to work rotational shifts and weekends

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Able to be based in Puchong (or relocate nearby)

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.