Customer Service (Airline Project)

ManpowerGroup; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur is seeking customer service representatives to manage inbound inquiries and resolve customer issues effectively. Candidates should have strong communication skills and a commitment to delivering high-quality service. The role involves building customer relationships and ensuring satisfaction by providing efficient solutions. If you are detail-oriented and can handle diverse inquiries, this position offers opportunities for growth in a dynamic environment.

Qualifications

• Strong communication skills with diverse customer interactions.
• Customer-focused mindset committed to high-quality service.
• Ability to manage multiple inquiries within timeframes.

Responsibilities

• Handle inbound customer inquiries via phone, email, and chat.
• Identify customer needs, clarify information, and provide solutions.
• Build sustainable relationships by engaging customers effectively.
• Safeguard customer privacy and sensitive information.

Skills

Strong communication skills

Customer-focused mindset

Problem-solving skills

Ability to manage multiple inquiries

Team-oriented approach

Attention to detail

Job description

About the Employer

Our client is a global leader in customer experience management, dedicated to providing exceptional support services across industries. With a strong focus on professionalism, empathy, and efficiency, the employer empowers teams to deliver seamless customer interactions that enhance brand loyalty. Operating in a dynamic and multicultural environment, the client offers opportunities for growth, skill development, and meaningful contributions to customer satisfaction.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat in a timely and professional manner.
• Identify customer needs, clarify information, research issues, and provide effective solutions or alternatives.
• Build sustainable relationships by engaging customers and going the extra mile to ensure satisfaction.
• Safeguard customer privacy and protect sensitive information at all times.
• Meet personal and team performance targets, both qualitative and quantitative.
• Manage and resolve customer complaints, escalating issues to supervisors when necessary.
• Provide accurate information and deliver excellent customer service consistently.
• Research required information using available resources to resolve customer concerns.
• Process customer requests according to preferences and within specified timelines.
• Route calls to appropriate resources and document all interactions according to standard operating procedures.
• Recognize and report trends in customer inquiries to management.
• Follow up with customers when necessary to ensure resolution.
• Complete call logs and reports accurately.
• Perform additional duties as assigned to support overall operations.

Job Requirements

• Strong communication skills with the ability to handle diverse customer interactions.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to manage multiple inquiries, ranging from simple to complex, within given timeframes.
• Problem-solving skills with the ability to research and provide effective solutions.
• Team-oriented approach with the ability to collaborate and meet performance metrics.
• Flexibility to adapt to different types of callers and situations.
• Attention to detail and ability to document information accurately.