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Customer Experience Specialist (華語客服 / Mandarin-speaking)
KlookKuala Lumpur, Kuala Lumpur, Malaysia1 hari lalu
Penerangan pekerjaanPreferably Diploma qualification and above Proficient in Mandarin to effectively communicate with Mandarin-speaking clients (both verbal and written). Basic English communication skill Minimum 1 year experience in customer service preferred Fresh graduates are encouraged to apply. Able to work shifts (including weekends, public holidays, overnight) Possess a problem-solving mindset to proactively find solutions for customer needs Strong written and verbal communication skills to communicate clearly and effectively with our customers Good team player to work collaboratively in a team environment Keen attention to detail in completing tasks accurately and thoroughly
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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Customer Experience Specialist • Kuala Lumpur, Kuala Lumpur, Malaysia
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