Call Center Executive

Job description:
-Provide excellent support experience to customers via all relevant communication channels. (call, email & live chat)
-Identify customer's needs, researching any existing issue in order to provide solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
Listen to customer feedback, provide analysis on the root cause and channel the feedback to related -department.
-Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
-Identify and escalate issues appropriately.
-Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
-Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures


Skills and Requirements:
-Minimum education level at least SPM
-Proficient in English and Mandarin to communicate with customers who speaks Mandarin
-Possess good and professional Communication skills
-Have good speaking and writing skills
-Ability to work within a team
-Able to work shifts 24/7 (working days will cover weekends and public holidays) (Call Center)
-Knowledge of any European language to communicate with customers would be an advantage, but not necessary.
-Preferably at least 1 year of hotel customer service experience in the related field.