Responsibilities

• Deliver customer service by telephone and online service platform with a professional manner
• Respond promptly to customer inquiries and handle partner complaints
• Constantly keep track on unresolved issues and pursuit for solutions
• Obtain and evaluate all relevant information to handle products and service inquiries
• Research questions using available information recourse; direct requests and unresolved issues to the designated resource
• Record details of inquiries, comments, and complaints and details of actions taken
• Obtain payment confirmation from our partners regarding replacement requests
• Identify and escalate situations requiring urgent attention; inform management of recurring problems
• Communicate and coordinate with internal departments and other regional offices
• Manually book tickets on request and make reservation for tour attraction 

Requirements

• Bachelor Degree in Business related subjects or equivalent with a minimum of 2 years’ experience in call center, customer service environment, preferably in telecom industry or e-commerce in the hospitality industry
• Strong background knowledge of customer service principles and practices
• Proficient in Microsoft Word, Excel, and PowerPoint as well as skills on using Google Sheet, Doc, and Slides
• Problem analysis and problem-solving skills
• Confidence, punctual, patience, polite, and diplomatic, able to deal with difficult situations professionally
• Effective listening skills, being able to understand exactly what customers require
• Attention to detail and accuracy
• Proactive and able to work under pressure
• Able to work as a team and willing to learn new techniques, concepts, and system
• Good command of spoken and written English, Cantonese and Mandarin