Airline Customer Service - Based in Kuala Lumpur

What is your mission?

• Provide excellent support experience to customers via all relevant communication channels.
• Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile

Who are we looking for?

• Candidate must possess at least a SPM, Diploma, Bachelor's Degree, Master's Degree in any field.
• Open to Malaysians or foreign candidates who speak and write fluent Mandarin
• Preferable with 2 years of working experience in the related field is required for this position, however, fresh graduates are encouraged to apply.
• Possessed strong time management skills and motivated to exceed expectations.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation)
• Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones
• Excellent verbal and written communication skills in English and Mandarin

Benefits