Customer Service Representative (English)
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Responsibilities:
• Answer incoming calls including email and chat in a timely manner.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by taking the extra mile
• Keep the customer’s privacy and protect customer information.
• Meet personal/team qualitative and quantitative targets.
• Handle simple to difficult inquiries in a given span of time.
• Manage different types of callers in a given span of time.
• Achieve the given metrics in accordance to the center’s commitment to client
• Manage and resolve customer complaints.
• Identify and escalate issues to supervisors.
• Provide accurate information and excellent customer service.
• Research required information using available resources.
• Research, identify, and resolve customer complaints using applicable resources.
• Process request according to customer’s preference on time
• Route calls to appropriate resources
• Document all call information according to standard operating procedures.
• Recognize, document, and alert the management team of trends in customer calls.
• Follow up customer calls where necessary.
• Complete call logs and reports
Minimum Requirements:
- Minimum 6 months relevant working experience in travel industry as customer services.
- Minimum Qualification: Diploma/Bachelors/Masters
- Proficient in relevant computer applications
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills
