Customer Success Specialist (Reservation) - Korean - KL

Teleperformance; Petaling Jaya; On-site; MYR 24,000 - 36,000; Full time

Job summary

A leading company in the hospitality sector seeks a dedicated hotel reservation agent to manage inquiries and bookings. Candidates should demonstrate excellent communication skills, a customer-centric attitude, and the ability to thrive in a dynamic environment while multitasking. The role involves working various shifts, including public holidays and may allow options for remote work based on performance.

Qualifications

• Proven experience as hotel reservation agent or in customer service.
• Proficient in English; multilingual skills preferred.
• Ability to work under pressure and in a dynamic environment.

Responsibilities

• Help guests plan and book reservations for Integrated Resort products.
• Provide personalized solutions based on guests’ needs.
• Handle customer complaints and ensure high-level service.

Skills

Customer centric attitude

Communication skills

Multi-tasking

Patience

Job description

Overview

You will be responsible for handling hotel booking inquiries and reservations through email, live chat, and phone calls. Provides accurate information about room availability, pricing, and promotions. Ensures excellent customer service by responding promptly, confirming bookings, modifying reservations, and resolving guest concerns.

Qualifications

JOB REQUIREMENTS

• Proven experience as hotel reservation agent, concierge, or experience in customer service role is an advantage.
• Proficient in English; multilingual is strongly preferred.
• Excellent communication skills, both verbal and written.
• Polite and confident with a great deal of patience.
• Customer centric attitude and work well under pressure.
• Compose in handling complaints and emergencies.
• Ability to multi-task and comfortable with applications and technology.
• Rotational shifts including public holidays and overnight shifts, depending on operation needs.
• High collaboration and adaptable to changes in a dynamic environment.
• Mature, meticulous, resourceful, organized, and able to work independently.
• Work is subjected to change to meet business/operational need.
• Able to work in front of computer and sit for extended periods of time.
• Candidates who have proven competencies to work independently and with little supervision will be offered the option to work from home.

Responsibilities

JOB SCOPE

• Help guests with planning and booking reservations for Integrated Resort products and services.
• Understand guests’ needs and provide them with personalized solutions.
• Be customer centric with internal and external guests via all communication channels.
• Deliver high touch experience that is aligned with Company Service Strategy to all guests.
• Handle first level complaint with a pleasant disposition.
• Agility to handle services and requests effectively & efficiently.
• Apply logic and high EQ in guest challenges and proactively offer/discuss resolution with a Manager on Duty.
• Up to date with hotel information of events/activities to provide accurate information in a timely manner.
• Responsive to emergency situations in according to hotel guidelines.
• Contribute to achieve individual and team KPIs.
• Support other responsibilities that may be assigned from time to time.