Customer Experience Specialist

What You'll Do:

Respond to customer inquiries and resolve complaints through call, online chat, and email channels in a timely and courteous manner.

Address all customer concerns in alignment with company policies, procedures, and service standards.

Proactively identify and assess complex or sensitive issues, escalating them to senior team members or appropriate departments when necessary.

Consistently demonstrate a positive, empathetic, and professional attitude to ensure a high-quality customer experience.

Accurately document customer interactions, transactions, feedback, and complaints within internal systems to maintain clear and up-to-date records.

Process customer requests and resolve issues by making appropriate reservation modifications, strictly adhering to company guidelines, policies, and terms of service.

Collaborate effectively with external vendors and service partners to facilitate necessary reservation changes and service coordination.

Remain current with internal procedures, product/service updates, and policy changes to provide accurate information and support.

Communicate recurring feedback and service insights to relevant departments to contribute to continuous improvement.

What You'll Need:

Preferably Diploma qualification and above

Fresh graduates are encouraged to apply

Proficient in English (both verbal and written)

Previous experience in customer service is an added advantage

Ability to handle business emailing

Rotational shift schedule, five days per week (including weekends, public holidays, overnight)

Key Skills: Strong problem-solving abilities, clear and professional communication (both verbal and written in English), emotional intelligence, attention to detail, adaptability, and proficiency in CRM or support tools