Customer Service Representative_Mandarin

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Position title: Customer Service Representative

Office: Kuala Lumpur, Malaysia

Support: Global Support

This role is open to candidates of any nationality

Note:

i. For native speakers already in Malaysia on a spouse or dependent visa, this will be an advantage.

ii. For native speakers outside Malaysia, an employment visa, a one-way ticket, and an early accommodation allowance will be provided.

Position Summary:

The Reservation and Ticketing team are responsible for ensuring support, relating to client, travel agents and
passenger inquiries. The team roughly handles 90% of inbound inquiries and 10% back-office work.
Responsibilities are conducted via phone, email and chat.

Primary Job Functions:

Answer incoming calls including email and chat in a timely manner
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Build sustainable relationships and engage customers by taking the extra mile
Keep the customer’s privacy and protect customer information
Meet personal/team qualitative and quantitative targets
Handle simple to difficult inquiries in a given span of time
Achieve the given metrics in accordance to the center’s commitment to client
Manage and resolve customer complaints iIdentify and escalate issues to supervisors
Provide accurate information and excellent customer service
Research required information using available resources
Research, identify, and resolve customer complaints using applicable resources
Process request according to customer’s preference on time
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Complete call logs and reports