Customer service advisor-Cantonese speaker

Gratitude Inc

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2 months ago

Customer service advisor-Cantonese speaker

1-2 Year(s)

2 - 5 Thousand p.m

Kuala Lumpur

Job Description

Key Skills

Customer Relations Customer Service Problem Solving Reporting inbound calls

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Job Title - Customer Service Advisor (Cantonese)

DOJ - 12th Aug Immediate Joiner.

Shifts - 9am to 9pm (Rotational Day Shifts)

Account - Chat Support for Airlines process.

Location - KL

Salary - 4100 MYR +KPI Allowance.

Languages - Cantonese Excellent English B2

Eligibility - 2 years strong CS experience in BPO Industry, Airline/Booking experience is a plus.

Position Summary:

The Reservation and Ticketing team are responsible for ensuring support, relating to client,

travel agents and passenger’s 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 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 report

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

Aviation / Aerospace Firm

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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