Job Description:

We are looking for a dedicated and proactive Customer Support Representative to engage with customers across multiple channels, providing excellent service and assistance with our products and services. The ideal candidate will be responsible for handling customer inquiries, managing bookings, and coordinating with various stakeholders to ensure a smooth customer experience.

Key Responsibilities:

• Engage with customers through phone, live chat, and email, providing accurate information and support regarding products and services.
• Handle inquiries from both potential and existing customers, as well as suppliers, ensuring timely and effective responses.
• Resolve customer and supplier queries, disputes, and conflicts professionally, maintaining a high level of customer satisfaction.
• Keep customers updated on the status of their inquiries, bookings, and orders, ensuring clear communication at all times.
• Collaborate with the operations team to address customer complaints, quality issues, and other concerns.
• Manage customer care services across multiple platforms, including phone, email, social media, and in-person interactions.
• Process changes, cancellations, and refunds for bookings, while coordinating with agents and suppliers for smooth on-ground arrangements.
• Respond to inbound and outbound calls from customers and partners, ensuring timely and accurate information is provided.
• Address customer queries via live chat and email, ensuring swift and satisfactory resolutions.
• Finalize sales and bookings, including the assignment of vehicles and other services to partners as necessary.
• Handle disputes raised by customers and partners, generating invoices and processing claims or refunds when required.
• Review incoming bookings and documents submitted by customers to ensure accuracy and compliance.
• Facilitate the check-in and check-out process by providing timely reminders and necessary documentation.
• Build and maintain positive customer relationships, practicing proper telephone etiquette and adapting communication styles as needed.
• Complete assigned tasks and ad-hoc responsibilities as directed by supervisors.

Requirements:

• Diploma in Business Studies, Mass Communications, E-commerce, or a related field.
• Up to 1 year of customer service experience, or fresh graduates are welcome to apply.
• Strong communication skills, particularly over the phone, with a friendly and professional demeanor.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Basic understanding of the tourism industry and administrative functions.
• Ability to prioritize tasks, take initiative, and meet deadlines in a fast-paced environment.
• A flexible team player with strong adaptability and problem-solving skills.
• Fluent in spoken and written English.
• Availability to work on weekdays, weekends, and public holidays as needed.