English Speaker for Travel Project - Cyberjaya (MUST Have travel experiences)

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

Job summary

A leading service provider in Kuala Lumpur seeks an English Speaker for a travel project. This role involves ensuring high levels of customer satisfaction by meeting KPIs, clarifying customer needs, and providing effective resolutions. Ideal candidates will possess a high school diploma and be bilingual with strong computer skills. This position requires dependability, attention to detail, and the ability to handle repetitive tasks effectively. Flexibility in shift timing is also necessary.

Qualifications

• High school diploma with three to six months of relevant experience preferred.
• Strong computer navigation skills and internet surfing knowledge.
• Ability to communicate effectively as a bilingual speaker.

Responsibilities

• Ensure service delivered to customers meets contractual KPIs.
• Clarify customer requirements and provide appropriate resolutions.
• Participate in activities designed to improve customer satisfaction.

Skills

Customer service orientation

Bilingual communication

Attention to detail

Computer navigation skills

Education

High school diploma or equivalent

Job description

English Speaker for Travel Project - Kuala Lumpur (Must have travel experience)

Essential Functions/Core Responsibilities

• Ensure service delivered to customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills, keyboarding skills, internet surfing and PC knowledge
• Ability to communicate effectively, both written and verbally as a bilingual speaker with English and a first language of support (basic understanding of industry-related terminologies)
• Dependable with strong attention to detail
• Skilled in multi-tasking; able to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member as well as independently
• Demonstrates patience in all customer contact situations; maintains a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required