Airlines Customer Specialist

2 days ago

George Town, Penang, Malaysia Career Search Full time 94,800 - 120,000 per year
  • Location: Livingston Tower, Penang, Malaysia (Office-based)
  • Working Hours: Monday - Friday, 9AM-6PM MYT (5 working days, including Public Holiday, Subject to change)

Key Responsibilities:

  • CSS represents the brand, the culture, and values of our clients
  • How you convey will be how our client is perceived by the customers
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Handle customer's concerns positively and professionally
  • Interact, support, receive feedback/issue report with or for customers

CSS's Specific Responsibilities and Accountabilities

  • Provide timely support to customers through available communication channels (inbound, outbound calls and email)
  • Providing solutions to travel or tour agencies, in ticket reservation, exchange or refund
  • Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information's
  • Pro-active support to customers to prevent damage to brand loyalty
  • Identify and escalate priority issues through proper channels when necessary
  • Works with other team members in identifying better ways in providing better customer support
  • Maintains and improves quality of service by giving recommendations
  • Keeps job knowledge up to date by attending upskill training to improve skill
  • Meet all key performance indicators set by the company and client
  • Adhere to the policies set by the company.

Core Competencies & Proficiencies Levels

  • Japanese: Native - Possess strong communication skills, including the ability to converse, read and write (type) effectively in the native language
  • English: Intermediate - Ability to converse, read and write effectively in English is an added advantage
  • Ability to multitask, detailed oriented and possess good problem-solving skills
  • Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
  • Passionate in helping to resolve customer issues / queries and complaint handling
  • A team player who thrives in a fast paced, dynamic environment
  • A self-starter who is able to work independently and under minimal supervision
  • Able to determine the problem/sentiment of each interaction and responds professionally
  • Communicating with customers through all channels (phone, social media, digital, chat, etc.)

Minimum Skills Required:

  • Strong decision-making and analytical skills are due to the nature of the program.
  • Preference for applicants with industry or sales/telemarketing experience, but qualified freshers may still be considered.
  • Flexible, adaptable to changes, and willing to be upskilled to other functions.
  • Good time management and ability to work under pressure while meeting set goals.
  • Confident in handling complex situations and able to communicate clearly.
  • Proficient in using desktop systems and navigating web-based applications.
  • Ability to multitask and learn quickly.

Job Types: Full-time, Fresh graduate

Pay: From RM7,900.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Ability to commute/relocate:

  • George Town: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

    1. Do your passport still valid. If yes, when your passport expired date?

Education:

  • Bachelor's (Required)

Experience:

  • Customer service: 1 year (Preferred)

Language:

  • Japanese (Required)

Work Location: In person

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