Customer Success Specialist
Image Icon South Korea · Seoul
Category Operations
Full time

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