Customer Service Representative | Mandarin + Cantonese Speaker | Trilingual

Salary undisclosed

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ROLE: Customer Service Executive (Trilingual)

Language: Mandarin + Cantonese Speakers

PROJECT: Airline Industry

LOCATION: Sunway Visio Tower, Cheras

JOB SCOPE:

To respond promptly to customer inquiries via omnichannel, providing accurate information and assistance regarding Airlines- related inquiries.
To handle customer complaints, troubleshoot problems, and escalate complex issues to appropriate teams or supervisors for resolution.
To maintain a professional and courteous demeanour during interactions with customers, ensuring high-quality service and customer satisfaction.
To keep detailed records of customer interactions, transactions, inquiries, and complaints using designated software or CRM systems.
To follow established procedures and protocols for handling customer inquiries and escalations, adhering to company policies and standards.
To collaborate with cross-functional teams, including logistics, sales, and product departments, to resolve customer issues and improve service delivery.
To stay informed about E-commerce products, promotions, policies, and procedures to provide accurate and up-to-date information to customers.
To meet or exceed performance targets, including response time, resolution time, customer satisfaction ratings, and quality assurance metrics.
To maintain confidentiality of customer information and adhere to data protection regulations and privacy policies.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the company.

REQUIREMENTS:

Excellent command of English, Mandarin and Cantonese in both verbal and written communication.
Technical skills and computer knowledge with hands-on mentality.
Excellent soft skills, verbal and written communication skills .
Excellent listening skills.
Ability to de-escalate calls in an effective manner.
Ability to assess the customer and adjust communication style accordingly.
Excellent interpersonal skill with ability to positively influence others.
Strong problem solving skill/ ability to empathize with customers.
Ability to multi-task during and after calls and follow through in a timely manner.
Strong attention to detail.
Ability to work in a high stress environment, managing stress in a professional manner and without disruption to the operation, employee or customers.
Ability to adapt to changes in the environment

SALARY PACKAGE:

ALLOWANCES:

BENEFITS:

Entitlement of various leaves such as Annual Leave, Compassionate Leave, Paternity Leave, Maternity Leave, Marriage Leave etc.
Medical Coverage
Dental Coverage
Allowances Performance Incentives

OFFICE HOURS: