Customer Service Advisor (Cantonese)

Date of Joining: 8?12?????

Shifts: 9am to 9pm (Rotational Day Shifts)
Account : Chat Support for Airlines process

Salary: 6100 MYR + KPI Allowance
Languages Required:
- Cantonese: Excellent
- English: B2

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Eligibility:
- 2 years strong Customer Service experience in BPO Industry
- Airline/Booking experience is a plus

Position Summary:
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Duties and Responsibilities:

Primary Job Functions:
- Answer incoming calls in a timely manner
- Identify customers' needs, clarify information, research issues, and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by taking the extra mile
- Protect customer privacy and information
- Meet personal/team qualitative and quantitative targets
- Handle inquiries from simple to difficult in a given span of time
- Manage different types of callers in a given span of time
- Achieve the given metrics in accordance with the center's commitment to clients
- Manage and resolve customer complaints
- Identify and escalate issues to supervisors
- Provide accurate information and excellent customer service
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable resources
- Process requests according to customer preferences on time
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Follow up on customer calls where necessary
- Complete call logs and reports