Bpo Customer Service Representative

3 weeks ago

Kuala Lumpur, Malaysia IPNX NIGERIA LIMITED Full time

Job Overview:
As a BPO Airline Customer Service Representative fluent in Bahasa, you will be responsible for handling customer inquiries and providing exceptional service to airline passengers. You will assist customers with flight bookings, changes, cancellations, baggage inquiries, and other related concerns. This role requires strong communication skills in both Bahasa and English, along with a passion for delivering excellent customer experiences.

Key Responsibilities:
2. **Flight Bookings and Modifications**: Assist customers with booking new flights, changing existing reservations, and processing cancellations as per airline policies.

3. **Baggage and Special Requests**: Handle inquiries related to baggage allowance, restrictions, and special requests such as wheelchair assistance, meal preferences, etc.

4. **Payment Processing**: Process payments for flight bookings and any associated services.

5. **Flight Information**: Provide accurate and up-to-date information regarding flight schedules, delays, cancellations, and other relevant details.

6. **Customer Education**: Educate customers on airline policies, procedures, and loyalty programs.

7. **Problem Resolution**: Address customer complaints and escalate complex issues to the appropriate departments for resolution.

8. **Documentation and Reporting**: Maintain accurate records of customer interactions, transactions, and complaints.

9. **Quality Assurance**: Adhere to quality and performance standards to ensure customer satisfaction and retention.

10. **Team Collaboration**: Work closely with other team members and departments to resolve customer issues efficiently.

**Requirements**:

- Proficiency in spoken and written Bahasa and English is essential.
- Previous experience in customer service or a call center environment is preferred.
- Strong interpersonal skills and a passion for assisting customers.
- Ability to multitask, prioritize, and manage time effectively.
- Familiarity with airline reservation systems and customer service software is a plus.
- Willingness to work in shifts, including nights, weekends, and holidays.

Pay: RM1,522.62 - RM4,100.00 per month

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer Care Specialist: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)

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