Customer Service Specialist

• 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