Customer Service Specialist

Job Descriptions: 

• Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails.
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures.
• Identifies and escalates difficult and complex issues to senior team members.
• Maintains a positive, empathetic and professional attitude towards customer.
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system.
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions.
• Liaises with external vendors and service operators to fulfill booking changes.
• Keeps updated with company procedures and processes.
• Shares customer feedback with relevant departments for further improvements.
• Deliver customer satisfaction through excellent service quality with required service level to meet the goals and objectives..
• Solve problems and analyze accurately with appropriate speed.
• A demonstrated commitment to the call centre values.
• Adaptable, with high tolerance level and ability to handle various changes and needs of operations.
• Ensure diligent follow up and fulfill promises made to customer / internal functions.
• Establish and maintain good relationships with customers.