Specialization: CUSTOMER SERVICES
Job description:
- 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
- Deliver customer satisfaction through excellent service quality with required service level to meet the goals and objectives
- Solve problems and analyze accurately with appropriate speed
- A demonstrated commitment to the call centre values
- Adaptable, with high tolerance level and ability to handle various changes and needs of operations
- Ensure diligent follow up and fulfill promises made to customer / internal functions
- Establish and maintain good relationships with customers
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