Responsibilities

Overview of CSS Role:

(May perform other duties as requested that may not be specifically addressed in this document)

* CSS represents the brand, the culture, and the values of the client

* Your attitude and how you behave will determine how our client is perceived by its customers

* It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times

* Customer concerns must be handled positively and professionally

* Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities and Accountabilities

Deliver exceptional customer service through inbound phone calls and email.
Assist customers with flight bookings, ticket changes, cancellations, refunds, and travel-related enquiries.
Provide accurate information on airline products, services, baggage policies, check-in procedures, and travel requirements.
Resolve customer enquiries professionally while ensuring a positive customer experience.
Process bookings, payments, and customer information accurately while maintaining data confidentiality.
Escalate complex or high-priority issues to the appropriate teams when necessary.
Maintain accurate customer records and documentation.
Achieve individual and team performance targets, including quality and customer satisfaction metrics.
Stay updated on airline policies, products, and systems through continuous learning.
Comply with all company policies, procedures, and security standards.

Qualifications

Diploma, Bachelor's Degree, or equivalent qualification in any discipline.
Fresh graduates are encouraged to apply.
Minimum of 6 months customer service experience in any industry; experience in the airline, travel, hospitality, tourism, airport, or contact centre industry is an added advantage.
Excellent English proficiency (minimum CEFR C1) in speaking, reading, writing, and listening.
Strong customer service, communication, active listening, and problem-solving skills.
Positive attitude with the ability to remain calm, empathetic, and professional in a fast-paced environment.
Good analytical thinking, attention to detail, and ability to multitask effectively.
Minimum typing speed of 40 WPM with at least 90% accuracy.
Proficient in Microsoft Windows, Microsoft Office, and comfortable using customer service or reservation systems.

Customer Success Specialist-English -Penang (Airline Industry)