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Kuala Lumpur

    Specialist, Contact Centre - Malaysia, Kuala Lumpur - Plaza Premium Group

    Plaza Premium Group
    Plaza Premium Group Malaysia, Kuala Lumpur

    5 days ago

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    Full time
    Description

    About the Company

    Hello Welcome to Plaza Premium Group, we're people passionate about Making Travel Better. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don't need to be from this industry, you do need to be passionate.

    Our promise to you:

    • We will respect and value your background and perspectives
    • We will work together with integrity
    • We will share our incredible pride for job, company and industry

    What we ask of you:

    • Bring passion to all that you do
    • Listen, move fast and think innovatively
    • Speak up, have ideas and share them
    • Believe in customer service, and treating every person with kindness

    As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world.

    We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn't just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts.

    In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc.

    With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better.

    Join our family today.

    Together, we'll make travel better.

    What you'll be doing:

    Contact Centre Specialist is responsible to attend to Customer (B2C) inquiries and bookings via call and email channels in a professional and timely manner in accordance with the organization's service standards. This position reports directly to the Team Lead, Call & Control Centre which operates on a 24/7 rotational shift basis. This role supports the B2C and B2B operations for the Airport Passenger Services provided by Plaza Premium Group at the Hong Kong International Airport whilst based in Kuala Lumpur.

    Job Responsibilities:

    • To attend to all incoming/outgoing emails and calls for PPG Meet and Greet business and hardcopy correspondence within the agreed turnaround time without error.
    • Identify and escalate issues to supervisors / related departments.
    • Complete call logs and all service requests by liaising with the in-house or 3rd party service providers.

    The detailed scope as follows:

    The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction.

    Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.

    Job functions:

    • Recommend potential products or services to management by collecting customer information and analysing customer needs.
    • Prepare product or service reports by collecting and analysing customer information.
    • Contribute to team effort by accomplishing related results as needed.
    • Manage incoming calls and emails.
    • Identify and assess customers' needs to achieve satisfaction.
    • Build sustainable relationships of trust through open and interactive communication with customer as well as service providers.
    • Provide accurate, valid and complete information by using the right methods/tools.
    • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure.
    • Keep records of customer interactions, process customer accounts and file documents.
    • Follow communication procedures, guidelines and policies.
    • Go the extra mile to engage customers.
    • Resolve customer complaints via phone.
    • Use telephones to reach out to customers.
    • Greet customers warmly and ascertain problem or reason for calling.
    • Compile reports on overall customer satisfaction.

    Job Requirements:

    • SPM or higher tertiary education.
    • At least 1-3 years' relevant working experience in contact centre environment.
    • Excellent command of written and spoken English and Chinese is preferable.
    • Must be able to work on shift rotation, weekend and public holidays
    • Customer-service mindset with strong sense of responsibility.
    • Knowledge of quality management systems, processes and tools would be an advantage.
    • Computer literacy in MS applications and Chinese word processing.
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