- Resolve customer cases related to flight ticketing by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution; - Provide accurate, valid and complete information by using the right methods/tools; - Handle and resolve complaints from customer inconvenienced by airline issues via multi-channels (phone, email, mail or social media) while maintaining a positive, empathetic and professional attitude toward customers at all time; - Provide appropriate solutions and alternatives within the time limits (SLAs) and follow up to ensure resolution; - Deliver good personal performance to achieve KPI targets; - Go the extra mile to engage customers; - Understanding our flight ticketing product inside and out to answer customer’s queries; - Communicating and coordinating with relevant teams, international teams and partners/providers when necessary; - Other tasks as line manager’s assignment.
Yêu cầu công việc
- Minimum of a bachelor’s degree with experience in customer support fields; Ticketing experience is a plus; - Willingness to work in shifts; - A strong understanding of customer service principles; - Fair command of spoken and written English and Vietnamese; - Demonstrated problem-solving skills, strategic and analytical capabilities; - Result-oriented, problem solver, analytical skill, and customer-focused.
Người liên hệ : Bộ phận nhân sự Traveloka - Successful Startup
Quy mô công ty : Trên 1000 nhân viên
Traveloka is a leading tech start-up based in Jakarta, Indonesia. Founded in 2012 by ex-Silicon Valley engineers, Traveloka aims to revolutionize human mobility through technology. We build large impact consumer products and services, real time and big data systems and platforms, devise creative solutions to business and engineering problems, derive insights from massive amount of data, and transform markets with technology. We expanded to Thailand and Malaysia last year and tapped the Vietnamese and Philippines markets early this year. In response to our ever-fast expansion, we are now looking for a variety of positions in e-commerce field. In Traveloka you will have the opportunity for an accelerated career and as well as remuneration growth due to the hyper growth of our business exceeding hiring growth, so there will be lots of opening in new role and/ expanded existing roles as the business growth. We're still at the very early stage of our development with so much potential to be developed, including in the area of perks and benefits.