customer service representative - Kuala Lumpur, Malaysia - Vdart Inc

Description

POSITION TITLE:
Customer Service Representative

Office Location:
KL sentral, Malaysia


DEPARTMENT:
Reservation and Ticketing


REGION:
Global Support


Position Summary:
The Reservation and Ticketing team are responsible for ensuring support, relating to client, travel agents and passenger's inquiries. The team roughly handles 90% inbound inquiries and 10% back office work. Responsibilities are conducted via phone, email and chat.


DUTIES AND RESPONSIBILITIES:

Primary Job Functions:

• Answer incoming calls including email and chat in a timely manner
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep the customer's privacy and protect customer information
• Meet personal/team qualitative and quantitative targets
• Handle simple to difficult inquiries in a given span of time
• Manage different types of callers in a given span of time
• Achieve the given metrics in accordance to the center's commitment to client
• Manage and resolve customer complaints
• Identify and escalate issues to supervisors
• Provide accurate information and excellent customer service
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable resources
• Process request according to customer's preference on time
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports
• Other duties as assigned

Minimum Requirements:

• Proficient in relevant computer applications
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately