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.
