Teleperformance Malaysia Hiring! Full Time Customer Service Specialist - Airline Industry - Penang in Pulau Pinang, Earn up to MYR 3,500 - Ricebowl

Overview of CSS Role:

(May perform other duties as requested that may not be specifically addressed in this document)

* CSS represents the brand, the culture, and the values of the client
* Your attitude and how you behave will determine how our client is perceived by its customers
* It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times
* Customer concerns must be handled positively and professionally
* Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

Responsibilities and Accountabilities

• Deliver exceptional customer service through inbound phone calls and email.

• Assist customers with flight bookings, ticket changes, cancellations, refunds, and travel-related enquiries.

• Provide accurate information on airline products, services, baggage policies, check-in procedures, and travel requirements.

• Resolve customer enquiries professionally while ensuring a positive customer experience.

• Process bookings, payments, and customer information accurately while maintaining data confidentiality.

• Escalate complex or high-priority issues to the appropriate teams when necessary.

• Maintain accurate customer records and documentation.

• Achieve individual and team performance targets, including quality and customer satisfaction metrics.

• Stay updated on airline policies, products, and systems through continuous learning.

• Comply with all company policies, procedures, and security standards.

Qualifications

• Diploma, Bachelor's Degree, or equivalent qualification in any discipline.

• Fresh graduates are encouraged to apply.

• Minimum of 6 months' customer service experience in any industry; experience in the airline, travel, hospitality, tourism, airport, or contact centre industry is an added advantage.

• Excellent English proficiency (minimum CEFR C1) in speaking, reading, writing, and listening.

• Strong customer service, communication, active listening, and problem-solving skills.

• Positive attitude with the ability to remain calm, empathetic, and professional in a fast-paced environment.

• Good analytical thinking, attention to detail, and ability to multitask effectively.

• Minimum typing speed of 40 WPM with at least 90% accuracy.

• Proficient in Microsoft Windows, Microsoft Office, and comfortable using customer service or reservation systems.

• Annual Leave
• Medical and Hospitalisation Leave
• SOCSO
• EPF
• EIS
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus
• Overtime Pay
• 5 Working Days