Customer Service Representative - Travel Project

Manpower Malaysia; Cyberjaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Service Representative for a travel project in Cyberjaya. This role requires fluency in both English and Mandarin, catering to customer inquiries related to hotel bookings via email and chat. Strong customer service skills are essential to manage escalations and provide professional support. The position involves 24/7 work hours, aiming to ensure customer satisfaction and adherence to service level agreements.

Qualifications

• Able to communicate effectively with customers in a friendly manner.
• Demonstrates professionalism and competent customer service.
• Ability to handle escalations and follow documented processes.

Responsibilities

• Understand customer enquiries related to hotel bookings.
• Manage customer escalations and ensure they are tracked.
• Make outbound calls to hotels for urgent cases.
• Ensure all SLAs are met accordingly.

Skills

Fluency in English

Fluency in Mandarin

Customer service orientation

Effective communication

Job description

Customer Service Representative - Travel Project

Work Hours: 24*7

Job Expectations

• Understand customer enquiries related to their hotel bookings and respond via applicable channels: email and chat
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
• Making outbound calls to the hotel in urgent cases
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required
• Perform all procedures accurately, including following the client's documented call flows, work processes, data entry requirements, and complaint management processes
• Ensure all SLAs are met accordingly
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
• Provide a high level of professionalism and competent customer service
• Able to communicate effectively with customers in a friendly and polite manner, following the processes
• Able to read, write, and speak fluently and spontaneously in both English and Mandarin, supporting the Taiwan market.