Location- Kuala Lumpur
Position- Advisor CS
Language- Traditional Mandarin + English (Read & Write)
Shift details: 8 working hours + 1 hour meal break (24 hours rotation shift & off day)
Working days: 5 working days and 2 off days in a week
Job description:
- Handles and responds to customer enquiries and complaints, 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 fulfil booking changes
- Keeps updated with company procedures and processes
- Shares customer feedback with relevant departments for further improvements
