Customer Success Specialist - Airlines
Image Icon Vietnam · Ho Chi Minh
Category Customer Service
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


Main Requirements:

Educational background

  • Bachelor’s Degree or minimum of Diploma or equivalent


Core Competencies & Proficiencies Levels

  • 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
  • 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

- 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 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