Job Description:

• Engage with customers through phone, live chat, and email channels to provide information and support regarding products and services.
• Handle incoming inquiries from potential and existing customers, as well as suppliers.
• Respond promptly and effectively to customer and supplier queries, ensuring excellent service.
• Resolve disputes and conflicts, assisting both customers and suppliers.
• Update customers on the status of their inquiries and orders.
• Collaborate with the operations team to address customer complaints and quality issues.
• Manage customer care services, including phone, email, social media, and in-person interactions.
• Handle changes, cancellations, and refunds for bookings.
• Coordinate with agents and suppliers for on-ground arrangements.
• Respond to inbound and outbound calls from partners and customers.
• Address inquiries via live chat and email, ensuring timely resolution.
• Finalize sales and bookings, assigning vehicles to partners as needed.
• Handle cases and disputes raised by customers and partners, generating invoices when necessary.
• Review incoming bookings and customer-submitted documents.
• Facilitate smooth check-in and check-out processes by providing timely reminders.
• Resolve and manage claims and refunds for disputed cases.
• Adapt communication style for different customer behaviors over the phone.
• Build positive rapport and practice proper telephone etiquette.
• Execute assigned tasks and ad-hoc responsibilities from supervisors.

Requirements:

• Diploma in Business Studies/Administration, Mass Communications, E-commerce, or equivalent.
• Up to 1 year of customer service experience or fresh graduate.
• Skilled phone communicator with a friendly and composed demeanor.
• Proficiency in Microsoft Office applications.
• Understanding of tourism and administration functions.
• Ability to prioritize, take initiative, and meet deadlines.
• Flexible team player with strong adaptability.
• Fluent in spoken and written English.
• Availability for weekday, weekend, and holiday.