Customer Experience Specialist
PERSOL APACKuala Lumpur, Kuala Lumpur, Malaysia1 day ago
Job descriptionDeliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat). Required to support combination of company products (Hotel, Flights, Activities and more) to support the business needs after being trained for required skills. Professionally handle high volume of inquiries from clients and customers across regions such as Hong Kong, Taiwan, and China. You will be accountable for meeting individual (KPIs) and team goals. Understand and deliver business strategies and improve customer services through the execution of self-service. Continuously identify work process improvements and communicate to Team Leaders and (or) Manager. Perform office-based administrative duties whenever required. Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times. Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc. We are looking for individuals that have an excellent command of spoken and written English & Mandarin (Cantonese speaking is an added advantage to interact with customers from Hong Kong). Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused. Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills. Analytical thinking and high problem-solving skills. Stress tolerance and able to work under pressured environment. Willing to work in shift rotations (am / pm / midnight shift) to ensure we have 24 / 7 service levels. Able to work on public holidays and weekends.
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
Industries
Accommodation and Food Services
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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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Customer Experience Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia
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