Job Description

Shangri-La Customer Engagement & Process Transformation Kuala LumpurDo you want to be part of a business that creates colorful joys of life and happy memories? Imagine complimentary stays at 5-star properties globally!How will you feel to be part of a brand known for setting Hospitality standards and a career with one of the largest employers of Malaysia? Want to be associated with a 50 year old large globally diversified organization that operates with a set standard of values, ethics and work culture!Very importantly, are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers? If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN!Your ChallengeAs part of our multilingual Customer Service team, you are required to provide dedicated assistance and advocacy to delight our guests every time by creating an engaging experience straight from your heart while achieving company and individual set goals. You are empowered in ensuring our guest\'s stay with Shangri-La Hotels & Resorts is above and beyond expectations. You will be led by a dedicated Team Leader who develops you and makes sure that you are consistently able to deliver excellent customer service while dealing with guests on their reservations and servicing our Loyalty Program guests. You report directly to the Team Leader of our customer contact centre.What are we looking for?

• Ability to converse & write in Japanese will be required to serve respective market. Excellent spoken and written English is an added advantage.
• Willing to work on shift rotation.
• Preferably minimum 1 year experience in call centre operations, customer service, travel agency or hotel reservations
• Computer literate and internet savvy. Fidelio OPERA experience is an added advantage
• Flexible to changes and has sense of urgency
• Can work under pressure and deliver on set goals
• Positive work attitude and able to work in a team environment
• Pleasant personally with good communication, organization and call handling skills
• Passionate in delivering World Class customer service

Your characteristicsSelf-motivatedDetail-orientedCustomer focusedFlexibleA DoerCalm under pressureUses initiativeEmpathetic internally and externallyReliableDeterminedResilientApproachableConsistentBelieves in and exhibits PRIDE (personal responsibility in delivering excellence)What\'s in It for You?

• Free stay at any of our Hotels globally (one of a kind in the industry)
• 5-Day work week (shift based)
• Earn attractive monthly salary up to RM4500.00 incl Meal, Shift, Transport Allowance
• Earn monthly language allowance up to RM1200 as per language required
• Discretionary performance-based bonus and incentives
• Paid Training and career development opportunity
• Socso, EPF, EIS and medical insurance coverage
• Annual Preventive Health Screening
• Annual Leave

Shangri-La Hotels & Resorts