Customer Experience Specialist

5 months ago


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 world-class service and support.
- Handle customer inquiries and complaints in a professional and courteous manner, escalating issues as necessary.
- Maintain up-to-date 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, critical-thinker with attention to detail.
- Ability to work in both a team environment and independently.
- Exceptional interpersonal skills and a client-centered approach.
- Great organizational and time management abilities.
- Superb communication, collaboration, and problem-solving 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
- Highly-skilled teammates and lots of opportunities for growth and development



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