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This posting is managed by: | Career International FOS Sdn Bhd |
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Company Name | Company is not publicly visible |
Job Type |
Customer Service - Customer Support
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Location |
Asia
Malaysia
Kuala Lumpur
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Job Description |
Position Summary The Reservation and Ticketing team are responsible for ensuring support, relating to client, travel agents and passenger’s inquiries. The team roughly handles 90% inbound inquiries and 10% back office work. Responsibilities are conducted via phone, email and chat. DUTIES AND RESPONSIBILITIES: Primary Job Functions: • Answer incoming calls including email and chat 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 taking the extra mile • Keep the customer’s privacy and protect customer information • Meet personal/team qualitative and quantitative targets • Handle simple to difficult inquiries in a given span of time • Manage different types of callers in a given span of time • Achieve the given metrics in accordance to the center’s commitment to 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 request according to customer’s preference 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 customer calls where necessary • Complete call logs and reports • Other duties as assigned |
Working Hours | rotational shift |
Job Requirements |
Diploma Bachelors candidate with reservations background |
English Level | Native Level |
Japanese Level | Native Level |
Salary | MYR - Malaysian Ringgit MYR 78K - MYR 118K |
Other Salary Description |
health insurance, career development Education/ Training |
Holidays |
Five-Day Workweek Paid Holidays Congratulatory or Condolence Leave Child-care Leave Sick Leave |
Job Contract Period |
Full time |
Nearest Station | Kl Sentral , Kuala Lumpur |