Customer Service Representative_Mandarin

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

Job Types: Full-time, Permanent

Pay: RM3,500.00 - RM5,000.00 per month

Benefits:

• Flexible schedule
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Attendance bonus
• Performance bonus

Application Question(s):

• Since the role involves supporting European time, are you flexible to work on a rotational shift schedule?

Experience:

• Customer Care Specialist: 1 year (Required)

Language:

• Spanish (Required)