Mandarin Customer Success Specialist (Hotel Booking Industry, Georgetown)

• 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

• 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

• Medical and Insurance Coverage
• EPF, Socso, EIS and etc.
• Annual Leave
• Medical Leave
• Career Progression
• World Class Training provided (Soft skill, system, SOP and product knowledge)

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