Customer Experience Specialist (華語客服 / Mandarin-speaking)

Responsibilities

• Handles and responds to customer enquiries and complaints through phone, online chat and / or e-mails
• Ensures all customer inquiries / issues / complaints are resolved according to the company's processes and procedures
• Identifies and escalates difficult and complex issues to senior team members
• Maintains a positive, empathetic and professional attitude towards customer
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaises with external vendors and service operators to fulfill booking changes
• Keeps updated with company procedures and processes
• Shares customer feedback with relevant departments for further improvements

What You\'ll Need

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