Job Description:
- Handling pre-online booking enquires, post-online booking enquires, other general enquires, escalation support & booking amendment/cancellation
- To exceed customers' expectations in terms of customer service & accurate information.
- Work in a team to achieve the required KPI elements and SLA.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Communicating with customers through various channels and acknowledging and resolving customer complaints.
- Knowing our products inside and out so that you can answer questions.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Communicating and coordinating with colleagues as necessary and providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
Required Skills/Abilities:
- Must be fluent in Japanese
- Excellent multi-tasking skills
- Have a customer-oriented attitude
- Able to work 24 hour rotational shift and on weekends
- Adaptable to changing priorities and able to handle situations with empathy, integrity and sincerity
- Minimum 6 months of Customer Service/Airline experience in contact center will be an advantage