Job Description

As a Customer Experience Specialist, you will be working with our Hospitality Account to deliver happier customer experience. This team will be on the front lines working with our users every day and will partner with our Product team to improve user experience.

You are also required to perform these job functions:

• Provide friendly and efficient service to the travel community of our client.
• Be a first point of contact to handle and resolve customer complaints.
• Respond professionally to inbound phone calls, including urgent situations.
• Identify and escalate issues appropriately.
• Compose thoughtful and accurate messages or customize prepared responses to customer emails.
• Research information and troubleshoot problems using available resources.
• Arbitrate in situations between users.
• Monitor and control numerous concurrent tasks in tandem.
• Proactively and independently work to meet targets and goals

Job Requirements

Job Requirements

• Proficient in Mandarin.
• Candidate possesses at least a SPM or above.
• Fresh graduates are also encouraged to apply.
• Applicants are willing to work in shifts. Shifts may include evening or early morning hours.
• Must be available for a regular schedule of 40 hours a week, one that spans weekends and holidays as our customers need us.
• Applicants must be willing to work in KL Sentral
• This position recommends more than 1 year of work experience in related fields, but fresh graduates are also welcome.
• Ability to work under pressure and adapt quickly to adverse situations.
• Patience, empathy, and a unique ability to manage stress.
• Strong communication and interpersonal skills.
• Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.

"We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

Skills