Customer service(Japanese Speaker)- Native &FreshGrad Welcome - Airline (689881)

PERSOL; Penang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Penang is seeking candidates for a role focused on delivering exceptional support and solutions to travel agencies. Candidates will provide timely assistance, process payments, and proactively address customer concerns. This position involves collaboration with team members to enhance service quality while adhering to company policies and performance targets.

Responsibilities

• Provide timely support to customers through various communication channels.
• Provide solutions to travel agencies for ticket reservations, exchanges, or refunds.
• Process payments and safeguard customer information.
• Provide proactive support to prevent brand loyalty damage.
• Identify and escalate priority issues through proper channels.
• Work with team members to improve customer support.
• Maintain quality of service by providing recommendations.
• Stay updated by attending training and upskill sessions.
• Meet key performance indicators set by company and client.
• Adhere to company policies.

Job description

Key Responsibilities

• CSS represents the brand, the culture, and values of our clients.
• How you convey will be how our client is perceived by the customers.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Handle customer’s concerns positively and professionally.
• Interact, support, receive feedback/issue report with or for customers.

CSS’s Specific Responsibilities and Accountabilities

• Provide timely support to customers through available communication channels (inbound, outbound calls and email).
• Providing solutions to travel or tour agencies, in ticket reservation, exchange or refund.
• Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information.
• Pro‑active support to customers to prevent damage to brand loyalty.
• Identify and escalation priority issues through proper channels when necessary.
• Works with other team members in identifying better ways in providing better customer support.
• Maintains and improves quality of service by giving recommendations.
• Keeps job knowledge up to date by attending upskill training to improve skill.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies set by the company.