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Airline Customer Service Representative

2 weeks ago

Brickfields, Malaysia REGENERATION RESOURCES Full time

**Position Summary**:
As an Airline Customer Service Representative, you will play a crucial role in providing exceptional customer service to our Mandarin-speaking passengers. You will be responsible for handling inquiries, resolving issues, and ensuring a smooth and enjoyable travel experience for our customers.

**Responsibilities**:

- **Customer Service**:

- Greet passengers in a friendly and professional manner.
- Handle customer inquiries and complaints effectively and efficiently.
- Provide assistance with flight bookings, check-ins, and baggage handling.
- Resolve customer issues promptly and satisfactorily.
- Maintain a positive and helpful attitude towards all customers.
- **Reservations and Ticketing**:

- Process flight reservations and ticketing requests accurately.
- Provide information on flight schedules, fares, and available seats.
- Handle changes, cancellations, and refunds as needed.
- Ensure that all ticketing procedures are followed correctly.
- **Check-in and Boarding**:

- Assist passengers with the check-in process, including issuing boarding passes.
- Manage boarding queues and announcements.
- Handle gate changes and delays efficiently.
- Ensure passenger safety and security during the boarding process.
- **Customer Relations**:

- Build and maintain positive relationships with customers.
- Provide exceptional customer service that exceeds expectations.
- Resolve customer complaints in a timely and satisfactory manner.
- Contribute to a positive and customer-focused work environment.

**Requirements**:

- Fluency in Mandarin Chinese (written and spoken)
- Proficiency in English (A2-B1 level)
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making abilities
- Ability to work under pressure and handle multiple tasks simultaneously
- Customer-oriented mindset
- Previous experience in customer service or hospitality is preferred

**Job Title**: 航空公司客户服务代表（普通话）

**工作摘要**:
作为航空公司客户服务代表，您将在为我们的普通话乘客提供卓越的客户服务方面发挥关键作用。您将负责处理询问、解决问题并确保我们的客户拥有顺利愉快的旅行体验。

**职责**:

- **客户服务**:

- 以友好和专业的方式迎接乘客。
- 有效且高效地处理客户询问和投诉。
- 为客户提供航班预订、值机和行李处理方面的协助。
- 迅速且圆满地解决客户问题。
- 对所有客户保持积极和乐于助人的态度。
- **预订和机票**:

- 准确地处理航班预订和机票请求。
- 提供有关航班时刻表、票价和可用座位的资讯。
- 根据需要处理更改、取消和退款。
- 确保正确遵循所有机票程序。
- **值机和登机**:

- 协助乘客进行值机手续，包括签发登机牌。
- 管理登机队列和公告。
- 有效地处理登机口变更和延误。
- 确保登机过程中乘客的安全和保障。
- **客户关系**:

- 建立并维护与客户的积极关系。
- 提供超出预期的卓越客户服务。
- 以及时和令人满意的方式解决客户投诉。
- 为积极和以客户为中心的职场环境做出贡献。

**要求**:

- 普通话（书面和口语）流利
- 英语熟练（A2-B1级）
- 优秀的沟通和人际交往能力
- 强大的问题解决和决策能力
- 能够在压力下工作并同时处理多项任务
- 以客户为中心的思维方式
- 具有客户服务或酒店业的经验者优先

Pay: RM2,000.00 - RM4,100.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Fixed shift

Supplemental Pay:

- Performance bonus

**Education**:

- Bachelor's (required)

**Experience**:

- Airline Customer Care Specialist: 2 years (required)

**Language**:

- English (required)
- Mandarin (required)