Customer Experience Specialist (華語客服/Mandarin-speaking)

What You'll Do:

Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails

Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures

Identifies and escalates difficult and complex issues to senior team members

Maintains a positive, empathetic and professional attitude towards customer

Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system

Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions

Liaises with external vendors and service operators to fulfill booking changes

Keeps updated with company procedures and processes

Shares customer feedback with relevant departments for further improvements



What You'll Need:

Preferably Diploma qualification and above

Proficient in Mandarin to effectively communicate with Mandarin-speaking clients (both verbal and written).

Basic English communication skill

Minimum 1 year experience in customer service preferred

Fresh graduates are encouraged to apply.

Able to work shifts (including weekends, public holidays, overnight)

Possess a problem-solving mindset to proactively find solutions for customer needs

Strong written and verbal communication skills to communicate clearly and effectively with our customers

Good team player to work collaboratively in a team environment

Keen attention to detail in completing tasks accurately and thoroughly