Customer Service Agent

Role & responsibilities

Provide first call resolution for all customer enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.

• Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) to ensure customer confidence, satisfaction and loyalty.
• Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
• Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
• Keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
• Maintain data protection and confidentiality for both staff and customers, ensuring attention to detail in all bookings.
• Be the voice of the brand.
• Support other departments as required.
• Adhere to company regulatory requirements such as data protection, data privacy etc.

Preferred candidate profile

• Fluency in required language

• Basic computer literacy

• Good typing skills

• Visual speed & Accuracy

• Travel & general geography knowledge

• Advanced communication & active listening skills

• Customer focus & Hospitality

• Good organization & multitasking skills

• Ability to perform under pressure/resilience

• Negotiate & Influence skills

• Adaptability & Flexibility

• Has pleasant tone of voice and good hearing

• Is willing to work in shifts

• Is motivated for this position

• Has financial expectation within the range

• Has the right to live and work in the country

Perks and benefits

Insurance, travel allowance, perks