Customer Service Specialist (Travel Platform-Indonesian&Korean）

GSR TECHNOLOGY LIMITED; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service provider in Kuala Lumpur is seeking a Customer Service Specialist to deliver excellent service and manage customer needs through various communication channels. The role requires 1+ year of customer-facing experience and a minimum of 2 years in the travel industry. Proficiency in Korean, Indonesian, and English is essential. Strong interpersonal skills and attention to detail are required.

Qualifications

• 1+ year of customer-facing experience required.
• Minimum of 2 years of professional experience in the travel industry, especially in Online Travel Agencies.
• Ability to work multi-shifts and on public holidays.

Responsibilities

• Deliver excellent customer service and manage customer needs.
• Handle customer queries with empathy and patience.
• Take ownership of customer issues and concerns.

Skills

Customer service skills

Language proficiency in Korean

Language proficiency in Indonesian

Language proficiency in English

Job description

Responsibilities

1. Deliver excellent customer service and manage the needs of our customers (guests, partners) through our communication channels (phone, email, and live chat).
2. Handle customer queries with empathy, patience and compassion.
3. Understand and deliver business strategies to improve customer service through the execution of self-service, and continuously identify work process improvements.
4. Perform business-based administrative duties whenever required.
5. Demonstrate a high degree of integrity and confidentiality – maintain confidentiality of customer information at all times.
6. Take ownership of issues and concerns of customers, including operational issues, order pricing/invoice queries, etc.

Job requirements

1. Customer complaints experience within a contact center.
2. Language skills
   • Korean: Non-Native Speaker must have TOPIK Level 4 or above, or equivalent skill sets.
   • Indonesian: Must be fluent in Indonesian and English, both written and verbal.
   • English: Good communication in English, both written and verbal. Additional languages are a plus.
3. 1+ year of customer-facing experience (Hotline is a must) required.
4. A minimum of 2 years of professional experience in the travel industry, specifically in Online Travel Agency (OTA), with a primary focus on managing flight bookings as well as attractions and tour services.
5. Proven experience in working towards and achieving Key Performance Indicators (KPIs).
6. Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal-focused.
7. Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
8. Working hours: 8-hour work system, multi-shift scheduling; all shifts have five days of work and two days off. Able to work on public holidays and weekends.

Application questions

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Success Consultant?
• Do you have customer service experience?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?

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What can I earn as a Customer Service Specialist