Executive – Customer Service

Role
  • The Executive – Customer Service is responsible for ensuring strong customer service levels are met in line with business objectives. You will report to the Manager of Customer Experience and Customer Relationship Management.
Responsibilities
  • Respond professionally to enquiries, identify and assess needs, ensure customer satisfaction, provide great customer experience
  • Follow communication procedures, guidelines and policies to ensure prompt turnaround for all service requests with consistent quality, mainly via online channels: social media, email, chat, etc.
  • Provide customers with engaging and accurate information by using the right methods and tools to generate sales leads
  • Liaise with internal product, sales and operations teams to ensure prompt and accurate customer service replies
  • Handle complaints, provide appropriate solutions and alternatives within time limits, follow up to ensure resolution
  • Keep records of customer interactions, transactions, comments, complaints and research to troubleshoot customer problems
  • Provide feedback on improving the efficiency and experience of the customer service process
Requirements
  • Degree or equivalent
  • Fresh graduates are encouraged to apply
  • Strong communication, interpersonal, customer service skills
  • Good organisational, administrative, problem-solving skills
  • Willing to work on shift: after office hours, including Saturdays, Sundays and public holidays
  • Experience in the travel industry is a bonus but not a requirement
Essential traits
  • Responsible and accountable
  • Kind, thoughtful, patient, helpful
  • Trustworthy with genuine integrity
  • Curious, creative, driven, eager to learn
  • Team player with a positive can-do attitude
Benefits
  • Learning opportunities and career development
  • Insurance coverage – group hospitalisation and PA insurance (upon confirmation)
  • Medical allowance
  • Annual leave, medical leave, hospitalisation leave, maternity leave, paternity leave, compassionate leave, birthday leave

 

Job Type: Full Time
Job Location: Kuala Lumpur

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