Customer Service (Airline) - Spanish Speakers

Remuneration: RM8500 (basic) + RM11 / hour (Night shift 10pm – 6am for first 5 hour; beyond is RM16 / hour) + RM400 (KPI)
C&B: 50% gym, health insurance. Annual income increase.
19 days (annual leave), 14 ML. Permanent full time employment
Note: Valid passport for the next 14 month
Translation for existing certificate to English and can be
certify/testation by their embassy. If cant, cannot proceed.
Once been selected and pass assessment. Hence they
should have the translated certification prior.

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
Manage different types of callers in a given span of time
Achieve the given metrics in accordance to the center’s commitment to client
Manage and resolve customer complaints
Identify 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
Other duties as assigned

Job Types: Full-time, Permanent

Pay: RM7,700.00 - RM9,300.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Schedule:

• Rotational shift

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you open to work on rotational shift?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Care Specialist: 1 year (Preferred)

Language:

• Spanish (Preferred)
• English (Preferred)

Work Location: In person