Job Description
Comprehensive BPO, RPO, and Call Center Outsourcing Solutions for Growing Businesses
The Role
- Japan Market: Japanese & English
- Outbound & Inbound Call Services
- Text Channel Services
- Flight (GDS Specialist only / Non-GDS Specialist only / GDS & Non-GDS Specialists)
- Payment Specialist
- Not limited to new products
- Responsible for receiving calls from regular and/or high-value customers for all products, providing information services (Products Info, complaints, and promotion activity) by telephone or providing channels to all customers who contacts center according to the SLA given.
- Responsible for receiving any inbound texts from regular and/or high-value customer based on the product assigned, replying email, answering message center, provide information services (Products Info, complaints, and promotion activity) by the channels to all customers who contacts center according to the SLA given.
- Responsible for receiving any inbound calls and texts from Product Partner/ affiliate/ third party.
- Handle and manage all services such as inquiries, requests and complaints from customers and coordinating with other respective units to solve the issues/ problems.
- Making outbound calls to customers or third parties may be required to address customer concerns.
- Performed any supporting additional job related to the customer needs from the side
- Maintain and monitor the accuracy in terms of the information and solutions quality given to customer
- Collaborate with internal teams or third parties to expedite issue resolution.
- Maintain open communication channels with relevant departments.
- Ensure the confidentiality and security of customer information by adhering to data protection regulations and company policies.
- Maintain professionalism and handle challenging situations with patience and empathy.
- Making sure that customers will get the information and solutions within the 1st contact with the contact center and maintain the highest level of customer satisfaction according to the target given.
- Resolve any cases arising or re-routing cases from other teams to help solve the problem
- Escalate new and unsolved issue to the Team Leader or in house PIC if needed
- Embed culture and values in the daily operations
- Obey code of conduct
- Identify & escalate bug issue to the related engineering team
- Report to management if you find any suspicious booking or document.
- Use Salesforce/CRM for any inquiries.
a. Flight specialist:
- Able to handle Global Distribution System (GDS) & Non-GDS Product
- Identify & escalate bug issue to the related engineering team
- Escalate new and unsolved issues to Team Leader and/or related department(s).
- Resolve all customer inquiry request and complaints and process by using others tools related to fight product provided by Vendor
b. Hotel specialist:
- Interface between customers and hotels partners / affiliates / third party to resolve any cases arising upon/after check-in.
- Re-book based on payment data and booking center
- Manage hotel partner to assist on room allotments opening/closing request including other requests by hotel partner
- Manage hotel bookings by using booking center to ensure all bookings can be issued within the timely manner
- Identify last minute hotel booking and assist to ensure resolution provided
c. Pre-Check in Hotel specialist:
- Responsible for making outbound calls to the hotel to make sure the customer booking room is registered accordingly.
- Maintain and monitor the accuracy in terms of the confirmation process. performed any supporting additional job related to the hotels partners / affiliates / third party needs from side
d. Refund Submission Process:
- Responsible for submitting customer refund request to the Vendor through the B2B website and/or by making outbound calls to the Vendor call center according to the agreed service level
e. Payment Specialist:
- Checking compatibility between the amount of transfer and the ticket price
- Approving payments made by the customers
- Check incoming payments of all payment methods
- Payment verification and processing. Xperience Specialist:
- Performed outbound call to Vendor on any task that was given regarding customer problem regarding their connectivity domestic or international roaming, and/or bill payment
- Performed any supporting additional job related to the product partner needs from the side
- Do manual actions on failed booking due to some reason such as wrong phone number, product partner reject the transaction, etc
- Help customer to contact Vendor or provider when transaction is succeeded but in operator is failed
- Do as the middleman to help when there is an issue between customer and operator regarding their payment
- Do checking to Vendor if there are symptoms of interference
Ideal Profile
- Candidates must possess at least a Diploma 3 or a Bachelor's Degree.
- Ability to multitask, set priorities and manage time effectively
- Familiarity and experience with a smartphone, online shop and other online apps
- Detail-oriented person
- The candidate must have a service-oriented attitude
- An outgoing person who is friendly but remains professional
- Willingness to work on a shift, including working on a holiday
- Knowledge of customer service practices and principles
- A focused attitude for solving customer’s issues quickly and comprehensively
- Customer focus and adaptability to different personality types
- Ability to deal with stress and work pressure
- Native speaker for Japan with B1/B2 English skill (Japan Market)
Agent Requirement
Recent graduate with background in tourism, hospitality or related field or Minimum 1-year experience in the travel / tourism industry and customer support.
● Flight Specialist Non-GDS
Familiarity with Flight / airline product and others (not mandatory)
● Flight Specialist GDS
Able to handle flight GDS System (Sabre, Galileo, and Amadeus) with 6 months experience/relevant certification
What's on Offer?
- Great work environment
- Attractive salary & benefits
- Flexible working options
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