Customer Service Representative (Mandarin & Cantonese) - Get Hired Fast

Job Summary: 

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

Duties and Responsibilities: 

• 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 Requirements:

• Bachelor's degree preferred, diploma acceptable with 15 years of education since primary school within Malaysia. 
• Fluent in Mandarin or Cantonese and English (Speak, Read & Write)
• Experience in Aviation or Travel industry
• Able to work from 9am to 9pm (9 hours shift, 5 days work week & 2 days off)
• Able to work at KL Sentral