Customer Service Specialist

Location: KL Sentral
Job ID: MXT9


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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