Customer Experience Specialist

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Holafly Full time

About Holafly
Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. We are a young and international team of over 300 people based worldwide

Since 2018, we have helped thousands of travelers by providing global internet to more than 170 worldwide destinations.

What are we looking for
**Key responsibilities / day by day tasks

  • Serve as the primary point of contact for customers, providing them with worldclass service and support.
  • Handle customer inquiries and complaints in a professional and courteous manner, escalating issues as necessary.
  • Maintain uptodate knowledge of company products and services, as well as industry trends.
  • Use active listening skills to understand customer needs and provide solutions that address those needs.
  • Proactively identify opportunities to improve the customer experience and make recommendations to management.
  • Help our users with the decision, purchase, installation, usage, troubleshooting, maintenance, or disposal stages of our products.
  • Participate in team meetings and contribute to continuous improvement initiatives.

Key Skill and experience required:

  • Native Chinese and Malay speaker & B2 English
  • At least 1 years' experience as a customer experience specialist, or a similar customer support role, BPO experienced is a plus.
  • Excellent listening skills, criticalthinker with attention to detail.
  • Ability to work in both a team environment and independently.
  • Exceptional interpersonal skills and a clientcentered approach.
  • Great organizational and time management abilities.
  • Superb communication, collaboration, and problemsolving skills.
  • Ability to work with international teams, in different time zones.
  • Willing to work in shift rotations and able to work on public holidays and weekends (if needed).
  • Experience in the telecom international roaming business would be a plus.

Benefits:

  • Budget for annual digital training
  • Paid vacation days per year
  • Remote job
  • Great company culture and international environment
  • Highlyskilled teammates and lots of opportunities for growth and development


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