Mandarin Client Support Executive (Hotel Booking Industry, Penang)

Early Applicant

Exp: 0-2 Years

Job Description

Job Responsibility

Answer inbound calls in a timely and friendly manner
Reply to queries sent through Contact Us inquiry form
Perform call back with customers for transaction confirmations
Respond to customers queries and concerns with the aim of achieving first call resolution
Identify customers needs, clarify information, evaluate problems raised by the customers, and provide comprehensive answers and appropriate solutions
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Level 1 first point of contact for customer complaints
Complete call logs and reports, keep records of all conversations in call centre database in a comprehensible way

Job Requirements

Fresh Graduate are encouraged to apply.
SPM and above
Customer Service orientation.
Customer Results/Solutions focussed.
Customer Expectations Management.
Active Listening Skills.
Ability to handle queries and objections in a professional manner.
Passionate about communication and interacting with people is key to success in this role.
Able to receive continuous feedback and work in a fast-paced working environment.
Positive attitude and willingness to learn and go the extra mile for self-improvement.
Emotional intelligence and ability to stay calm when customers are stressed or annoyed.
Good reasoning and analytical skills.
Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations.
Must be able to speak, read and write in Mandarin

Job Benefits