Company: eTeam, Malaysia
Project: Travel Industry (Hotel Reservation Customer Service)
Position: Customer Service, Advisor I
Location Cyberjaya, Selangor, Malaysia
Business Hours: Rotating shift 7am-10:30pm (8 hours working/1 hour lunch /30mins Break time) Business days: Monday Sunday (5 workingdays/2 days off)
*Note: Businesshours may be subject to change in the future.
Job Profile Summary
We are seeking a Mandarin OR Japanese-speaking Customer Service Representative to join our Travel Account team. In this role, you will provide exceptional support to customers by handling inquiriesrelated to travel bookings, cancellations, and general travel assistance. You will communicate effectively in Mandarin/Japanese and English, ensuring a seamless customerexperience while adhering to company policies and service standards.
Job Description
Your Key Responsibilities are:
- Respond to customer inquiries via phone, email, and chat in Mandarin/Japanese and English.
- Assist customers with hotel reservations, itinerarychanges, and travel-related concerns.
- Provide accurate information on hotel policies, rates, and promotions.
- Resolve customer issues promptly and professionally, escalating complex cases when necessary.
- Maintain detailed and accurate recordsof customer interactions in the system.
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
- Collaborate with internal teamsto ensure timely resolution of customer requests.
- Participate in activities designedto improve customersatisfaction and businessperformance
- Prepare complete and accuratework including appropriately notating accounts as required
- Track, document and retrieveinformation in call tracking database
Candidate Profile
- We prefer someone that holds degree with three to six months of relevant experience in Travel Thus College Level with minimum of 2 year is considered as long as candidate has 2years solid experience in the role
- Courteous, no integrity issue and possesses strong customer service orientation
- Strong computer navigation skills, Keyboarding Skills, internet surfing and PC Knowledge.
- Ability to effectively communicate, both written and verbally as a bilingua speaker for first language of
support as well as English. (With basic understanding of industry related terminologies.
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and
professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
*Job requirements may vary by country and will not contravene any local laws
Career Framework Role
Has program required a basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.
Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards, and procedures. Starter without sustained metric performance levels.
Supplemental Geographical Information
- Prior call center experience is a plus.
- Ability to think clearly and explain simple issues effectively, both written and verbally in both languages of
support.
