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