Job Description

Company background:

• Our well-established client is an online travel booking platform for accommodations, flights, and more. They are looking for a dynamic and result oriented candidate to fill their current job opening of Customer Experience Specialist to be based in Mid Valley, Kuala Lumpur.

• Deliver excellent customer service and manage the needs of our customers (guests and partners) through our communication channels (phone, email, and live chat).
• Professionally handle high volume of inquiries from clients and customers.
• You will be accountable for meeting individual (KPIs) and team goals.
• Understand and deliver business strategies and improve customer services through the execution of self-service.
• Continuously identify work process improvements.
• Communicate to Team Leaders and (or) Manager.
• Perform office-based administrative duties whenever required.
• Must demonstrate high degree of integrity and confidentiality \xe2\x80\x93 Maintain confidentiality of customer information at all times.
• Take ownership of issues and concerns of customers, including operational issues, pricing / invoice queries etc.

• We are looking for individuals that have an excellent command of spoken and written English, Mandarin or Cantonese.
• Minimum Diploma and Degree experience in any industry. Fresh Graduates are welcome to apply.
• SPM holder at least 1 year of working experience in customer service roles and in contact center environment is desirable.
• Personality traits \xe2\x80\x93 Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
• Customer service skills \xe2\x80\x93 Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Analytical thinking and high problem-solving skills.
• Stress tolerance and able to work under pressured environment.
• Willing to work in shift rotations (am/pm/midnight shift) to ensure we have 24/7 service levels.
• Able to work on public holidays and weekends.
• Required to have own transportation arrangement because we are in 24 hours operations.
• Candidate must be willing to work in Mid Valley, Kuala Lumpur.