Specialist, Global Contact Centre

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What you'll be doing:

• The specialist, Global Contact Centre is responsible to attending customer inquiries via Voice and non-voice Channels. Providing customer services including manage complaints, provide general information and troubleshoot significant customer service problems/feedback in a professional and timely manner in accordance with the organization's service standards. This position requires to report directly to the Team Lead, Global Contact Centre of Global Service Centre which operates 24/7 rotational shift.

Some of the responsibilities are:

• Handle all customer interactions (voice calls & e-mail) on a timely basis and initiate best possible solutions and ensure SLA is met consistently.
• Ensure familiarity within all areas of the Contact Centre – hotel room reservations, lounge reservations and guest services.
• Deliver excellent services and provide delightful experience to every customer.
• Identify and escalate issues to supervisors or relevant department.
• Ensure all actions taken to address customer’s enquiry / issue in compliant with the company standard operating procedures and policies.
• Ensure all target KPI metrics is met all the time.
• Perform any ad-hoc tasks that required from superior.
• To attend all required and necessary meetings and training sessions arranged by the department as and when required.

About You:

• Able to work on shift working hours including midnight shift, weekend, and Public Holiday.
• Preferably excellent soft skills and good command of written, spoken in both English and Malay. (Able to speak Cantonese & Mandarin is an advantage).
• The ability to work in a fast-paced environment as well as multitask, and re-priorities on regular basis.
• Basic PC knowledge and ability to quickly adapt to new software applications.
• Strong interpersonal, good communication, telephone and listening skills.
• Customer-service mindset with strong sense of responsibility.
• Good team spirit/player and open minded with willingness to learn and drive to achieve KPI.
• Computer literacy in MS applications.
• Awareness and focused on SLA/KPI metrics.
• SPM or higher tertiary education.
• 1 to 2 years of relevant experience within a Contact Centre environment as customer service experience, hotel management, online travel agencies and/or airlines background.
• Fresh graduates are also welcome to apply.