Customer Service Specialist - Airline Industry - Penang

Qualifications

• Diploma, Bachelor's Degree, or equivalent qualification in any discipline.
• Fresh graduates are encouraged to apply.
• Minimum of 6 months' customer service experience in any industry; experience in the airline, travel, hospitality, tourism, airport, or contact centre industry is an added advantage.
• Excellent English proficiency (minimum CEFR C1) in speaking, reading, writing, and listening.
• Strong customer service, communication, active listening, and problem-solving skills.
• Positive attitude with the ability to remain calm, empathetic, and professional in a fast-paced environment.
• Good analytical thinking, attention to detail, and ability to multitask effectively.
• Minimum typing speed of 40 WPM with at least 90% accuracy.
• Proficient in Microsoft Windows, Microsoft Office, and comfortable using customer service or reservation systems.
• Overview of CSS Role:(May perform other duties as requested that may not be specifically addressed in this document)* CSS represents the brand, the culture, and the values of the client* Your attitude and how you behave will determine how our client is perceived by its customers* It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times* Customer concerns must be handled positively and professionally* Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers
• Responsibilities and Accountabilities
• Deliver exceptional customer service through inbound phone calls and email.
• Assist customers with flight bookings, ticket changes, cancellations, refunds, and travel-related enquiries.
• Provide accurate information on airline products, services, baggage policies, check-in procedures, and travel requirements.
• Resolve customer enquiries professionally while ensuring a positive customer experience.
• Process bookings, payments, and customer information accurately while maintaining data confidentiality.
• Escalate complex or high-priority issues to the appropriate teams when necessary.
• Maintain accurate customer records and documentation.
• Achieve individual and team performance targets, including quality and customer satisfaction metrics.
• Stay updated on airline policies, products, and systems through continuous learning.
• Comply with all company policies, procedures, and security standards.
• Annual Leave
• Medical and Hospitalisation Leave
• SOCSOEPFEISAnnual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus
• Overtime Pay5 Working Days