[夜班]Customer Service Specialist

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

Job summary

A customer service company in Kuala Lumpur is seeking individuals fluent in Traditional Mandarin for a customer service role in the airline industry. Candidates will handle inquiries, complaints, and feedback while ensuring customer satisfaction. The position requires working in a fast-paced environment and managing multiple tasks effectively. A commitment to customer service and the ability to work rotating shifts, including public holidays, are essential for success in this dynamic role.

Qualifications

• Fluency in Traditional Mandarin required to communicate with clients.
• Proactive and independent in meeting targets and goals.
• Ability to handle multiple tasks simultaneously.

Responsibilities

• Handle daily inbound calls and emails regarding customer inquiries.
• Ensure customer inquiries are routed to the appropriate support teams.
• Take responsibility for ensuring customer satisfaction.
• Provide solutions to resolve inquiries related to airline services.

Skills

Fluency in Traditional Mandarin

Interest in customer service

Ability to work in a fast-paced environment

Job description

Qualifications

• Fluency in Traditional Mandarin (speaking, reading, and typing) is required to effectively communicate with Mandarin-speaking clients.
• Open to working 5 days with 2 days off, on rotating shifts between 6:30PM and 9:30AM (subject to business needs), including public holidays
• Able to work in KL Sentral Area.
• Interest in customer service and the Airline industry.
• Ability to proactively and independently work towards meeting targets and goals.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Job Description

• Handle daily inbound calls and emails regarding general customer inquiries, complaints, comments, feedback, and other issues related to the services.
• Understand customer inquiries and ensure they are addressed or routed through the appropriate channel, such as customer support teams for ticketing, baggage handling, or special assistance.
• Demonstrate a strong customer service orientation and take responsibility for ensuring customer satisfaction, particularly in resolving issues related to flight bookings, loyalty programs, and travel disruptions.
• Provide appropriate solutions or alternatives in an effective and polite manner to resolve customer inquiries related to airline services, such as flight cancellations, rescheduling, refunds, payment issues, promotions, and other travel-related concerns.