Deskripsi Pekerjaan
Are you a natural communicator with a passion for travel and hospitality? Teleperformance is seeking a dedicated Guest Experience Specialist to join our global team in the vibrant heart of Penang. In this pivotal role, you will act as the primary point of contact for our Asia-based customers, ensuring every interaction is seamless, professional, and memorable.
As part of our world-class support team, you will be empowered to solve complex traveler inquiries, provide personalized recommendations, and resolve issues with efficiency and empathy. If you thrive in a fast-paced, multicultural environment and are looking to build a sustainable career with a global leader, we want to meet you.
This position offers more than just a job; it provides a platform to refine your conflict-resolution skills, master international customer service standards, and grow professionally within a collaborative team that values excellence and innovation.
Tanggung Jawab
- Serve as the primary voice for our clients, delivering exceptional customer support via phone, email, and live chat.
- Assist travelers with bookings, itinerary modifications, and travel-related inquiries with accuracy and speed.
- Resolve customer escalations professionally, focusing on service recovery and long-term guest satisfaction.
- Collaborate with cross-functional teams to streamline operational workflows and improve the overall guest journey.
- Maintain deep knowledge of travel platforms, policies, and industry trends to provide high-quality consultative support.
- Document customer interactions accurately in our CRM systems to ensure data integrity and track service metrics.
- Participate in ongoing training sessions to enhance technical product knowledge and communication effectiveness.
Kualifikasi
- Fluency in both Mandarin (spoken and written) and English is mandatory.
- Previous experience in hospitality, customer service, or a call center environment is highly preferred.
- Strong problem-solving skills with the ability to remain calm and composed under pressure.
- Excellent verbal and written communication skills with an empathetic, customer-centric mindset.
- Proficiency in basic computer applications and high aptitude for learning new software platforms.
- Ability to work flexible hours, including weekends or shifts as required by the business.
- A proactive attitude with a commitment to continuous improvement and team collaboration.