Key Responsibilities:

(May perform other duties as requested not specifically addressed in this document)

CSS’s General Role:

• CSS represents the brand, the culture, and values of our clients
• How you convey will be how our client is perceived by the customers
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Handle customer’s concerns positively and professionally
• Interact, support, receive feedback/issue report with or for customers

CSS’s Specific Responsibilities and Accountabilities:

• Provide timely support to customers through available communication channels (inbound, outbound calls and email)
• Providing solutions to travel or tour agency, in ticket reservation, exchange or refund.
• Processing payment and client information in a manner that is precise and safeguards the customers personal and payment information’s
• Pro-active support to customers to prevent damage to brand loyalty
• Identify and escalate priority issues through proper channels when necessary
• Works with other team members in identifying better ways in providing better customer support
• Maintains and improves quality of service by giving recommendations
• Keeps job knowledge up to date by attending upskill training to improve skill
• Meet all key performance indicators set by the company and client
• Adhere to the policies set by the company.

Main Requirements:

• Education background:
• Bachelor’s Degree or minimum of Diploma or equivalent
• Core Competencies & Proficiencies Level:
  • Possess strong communication skills, including the ability to converse, read and write (type) effectively in the native language
  • Ability to converse, read and write effectively in English is an added advantage
  • Ability to multitask, detailed oriented and possess good problem-solving skills
  • Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
  • Passionate in helping to resolve customer issues / queries and complaint handling
  • A team player who thrives in a fast paced, dynamic environment
  • A self-starter who is able to work independently and under minimal supervision
  • Able to determine the problem/sentiment of each interaction and responds professionally
  • Communicating with customer through all channel (phone, social media, digital, chat, ect)
• Minimum Skills Required:
  • Highly preferred 6 months to 1 year of minimum experience with the travel experience.
  • Decision-making skills and analytical skills are highly needed competencies due to nature of the program.
  • Experience working in the hospitality/travel/airline industry is skills are highly needed competencies due to nature of the program.
  • Priority is for applicants with experience. Those without experience but have met the minimum qualifications can still be considered.
  • Experience in sales/telemarketing (preference)
  • Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions.
  • Good time management skills
  • Can work under pressure and can deliver set goals
  • Confident in handling complex situation
  • Conversant and able to convey messages
  • Ability to effectively respond to customer needs
  • Interpersonal skills required to work well with others
  • Ability to follow directions
  • Ability to use the desktop computer system
  • Ability to navigate within web-based applications
  • Ability to multitask
  • Ability to learn at a fast pace
  • Good comprehension and listening skills