Specialist, Customer Experience

Klook; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading travel company in Kuala Lumpur is seeking a customer service representative to handle inquiries and issues via phone, chat, and email. Candidates should preferably have a diploma, be fluent in English, and demonstrate strong problem-solving skills. Fresh graduates are welcome. The role involves working on a rotational shift schedule, contributing to customer satisfaction and service improvements.

Qualifications

• Preferably Diploma qualification and above.
• Fresh graduates are encouraged to apply.
• Proficient in English (both verbal and written).
• Previous experience in customer service is an added advantage.
• Ability to handle business emailing.

Responsibilities

• Respond to customer inquiries and resolve complaints through various channels.
• Document customer interactions and maintain records.
• Collaborate effectively with external vendors for service coordination.
• Provide feedback and insights for continuous improvement.

Skills

Problem-solving abilities

Clear communication

Emotional intelligence

Attention to detail

Adaptability

Proficiency in CRM tools

Education

Diploma qualification

Job description

What You\'ll Do

• Respond to customer inquiries and resolve complaints through call, online chat, and email channels in a timely and courteous manner.


• Address all customer concerns in alignment with company policies, procedures, and service standards.


• Proactively identify and assess complex or sensitive issues, escalating them to senior team members or appropriate departments when necessary.


• Consistently demonstrate a positive, empathetic, and professional attitude to ensure a high-quality customer experience.


• Accurately document customer interactions, transactions, feedback, and complaints within internal systems to maintain clear and up-to-date records.


• Process customer requests and resolve issues by making appropriate reservation modifications, strictly adhering to company guidelines, policies, and terms of service.


• Collaborate effectively with external vendors and service partners to facilitate necessary reservation changes and service coordination.


• Remain current with internal procedures, product/service updates, and policy changes to provide accurate information and support.


• Communicate recurring feedback and service insights to relevant departments to contribute to continuous improvement.

What You\'ll Need

• Preferably Diploma qualification and above


• Fresh graduates are encouraged to apply


• Proficient in English (both verbal and written)


• Previous experience in customer service is an added advantage


• Ability to handle business emailing


• Rotational shift schedule, five days per week (including weekends, public holidays, overnight)


• Key Skills: Strong problem-solving abilities, clear and professional communication (both verbal and written in English), emotional intelligence, attention to detail, adaptability, and proficiency in CRM or support tools