Customer Success

We are looking for a Customer Success Specialist, who will be the highest point of escalation for Trip.com's customers and partners. You will be responsible for providing world-class service to improve customer retention and regain their confidence in Trip.com. You will handle customer issues from various aspects of our business and will work with the Customer Success Manager to continuously improve the customer experience.

This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part of our team?

In this Role, you'll get to

Handle complaints, and various customer escalations, utilizing internal systems and product knowledge to achieve optimal customer resolution times.
Serve as a focal point to receive urgent escalations prioritizing excellent customer communication with empathy and professionalism
Ensure all complaint cases and escalation tasks are diligently and promptly followed up, maintaining timely communication with customers for each case.
Ability to effectively deep-dive and investigate the root cause of customer complaints, providing the right solution and responsible party determination.
Maintain effective communication and relationships between internal departments
Accurately document interactions, maintain data accuracy in the relevant contact management system and understand various processes and procedures that interface with the service centre.
Provide feedback and improvement ideas promptly to the Technical Team.
Perform any other ad-hoc tasks, projects, or duties as assigned by the direct supervisor or by the department or organization.

What you'll Need to Succeed
Preferably 1 to 2 years of experience handling high-level complaints, escalations, disputes, resolutions, and detailed investigations with root cause analysis skills.
Effective communication skills, both written and verbal, in English and/or Malay
Demonstrate patience in all interactions with customers, affiliates, partners, and internal departments, maintaining a pleasant and professional tone.
Ability to manage multiple tasks simultaneously and maximize productivity with effective time management skills.
Dependable with strong attention to detail.
Skilled in multitasking and adaptable to changes quickly.
Ability to work both independently and as part of a team.
Courteous with a strong customer service orientation.
Proficient in computer navigation and PC knowledge.
Able to work on a rotating shift, during weekends, public holidays, and festive seasons.