Customer Service Advisor (Mandarin Speaker)

Date of Joining: 12th Aug (Immediate Joiner)

Salary: 6100 MYR + KPI Allowance

Shifts: 9am to 9pm (rotational day shifts)

Eligibility:
- Graduate/Diploma with a minimum of 6 months of BPO/Customer Service Experience
- 2 years of strong Customer Service experience in the BPO Industry
- Airline/Booking experience is a plus

Position Summary:
The Reservation and Ticketing team is responsible for providing support related to client, travel agents, and passenger inquiries via inbound calls.

Duties and Responsibilities:
Primary Job Functions:
- Answer incoming calls in a timely manner
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
- Build sustainable relationships and engage customers by going the extra mile
- Keep the customer's privacy and protect customer information
- Meet personal/team qualitative and quantitative targets
- Handle simple to difficult inquiries within a given span of time
- Manage different types of callers within a given span of time
- Achieve given metrics in accordance with the center's commitment to the client
- 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's 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