Job DescriptionAbout UsFounded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, , Ctrip, Skyscanner, and Qunar.
Across its platforms, We have four Customer Service Centres for , Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the worlds leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.
IntroductionWeare looking for a Customer Success Specialist, who will be the highest point ofescalation for s customers andpartners.
You will be responsible for providing world-class service to improvecustomer retention and regain their confidence in .
You will handle customer issues from variousaspects of our business and will work with the Customer Success Manager tocontinuously improve the customer experience.Thisposition comes with competitive pay, comprehensive benefits, and variousopportunities to support your development.
Do you have what it takes to becomea part of our team?In this Role, youll get to·Handle complaints, and variouscustomer escalations, utilizing internal systems and product knowledge toachieve optimal customer resolution times.·Serve as a focal point to receiveurgent escalations prioritizing excellent customer communication with empathyand professionalism·Ensure all complaint cases andescalation tasks are diligently and promptly followed up, maintaining timelycommunication with customers for each case.·Ability to effectively deep-dive andinvestigate the root cause of customer complaints, providing the right solutionand responsible party determination.
·Maintain effective communication andrelationships between internal departments ·Accurately document interactions,maintain data accuracy in the relevant contact management system and understandvarious processes and procedures that interface with the service centre.·Provide feedback and improvementideas promptly to the Technical Team.·Perform any other ad-hoc tasks,projects, or duties as assigned by the direct supervisor or by the departmentor organization.What you'll Need to Succeed·Preferably 1 to 2 years of experiencehandling high-level complaints, escalations, disputes, resolutions, anddetailed investigations with root cause analysis skills.·Effective communication skills, bothwritten and verbal, in English and/or Malay ·Demonstrate patience in allinteractions with customers, affiliates, partners, and internal departments,maintaining a pleasant and professional tone.·Ability to manage multiple taskssimultaneously and maximize productivity with effective time management skills.·Dependable with strong attention todetail.·Skilled in multitasking andadaptable to changes quickly.·Ability to work both independentlyand as part of a team.·Courteous with a strong customerservice orientation.·Proficient in computer navigationand PC knowledge.·Able to work on a rotating shift,during weekends, public holidays, and festive seasons.Why We offer a stage to unleash your full potential and drive global impact.
As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace.
Everyone is on a trip, whether it's a career trip or a life trip.
At , you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.Whats more?Our rapid business growth in global offers abundant career opportunities atvarious levels and in multiple functionsInternal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impactWe provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.We encourage flexible work arrangementHave fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.Clickto learn more about What makes Click to learn more about This is a Trip Where Both Your Career and Life Can Flourish!Find out more job opportunities at Have a good trip, and see you soon!