Customer Service Executive (mandarin Livechat)

Brickfields, Kuala Lumpur, Malaysia

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Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails.
Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures.
Identifies and escalates difficult and complex issues to senior team members.
Maintains a positive, empathetic and professional attitude towards customer.
Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system.
Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions.
Liaises with external vendors and service operators to fulfill booking changes
Keeps updated with company procedures and processes.
Shares customer feedback with relevant departments for further improvements

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