Customer Service (Travel)

Responsibilities:

Customer Engagement and Booking Assistance:

• Provide exceptional online and phone support to customers booking yacht charters and cruises on Seeksail.com, Langkawicruise.com, and our upcoming platform launching in Q4, 2023.
• Assist customers with finalizing and customizing their bookings via instant messages (IMs), live chat, emails, and phone calls.
• Address customer inquiries, offer travel recommendations, and ensure a seamless booking process.
• In later stages, extend support to our new platform, offering a broader range of holiday activities and destination-focused offerings across Asia.
• Assist customers in planning and booking various day activities during their trips,
• catering to their preferences and interests.

Product Knowledge and Upselling:

• Acquire in-depth knowledge of all offerings to provide accurate information to customers.
• Upsell additional services and activities to enhance customers; travel experiences and generate revenue.

Customer Relationship Management:

• Build and maintain strong relationships with customers, ensuring a high level of customer satisfaction and loyalty.
• Engage with customers proactively to obtain feedback and continuously improve the booking experience.

Technical Utilization:

• Utilize online travel platforms and booking systems efficiently to facilitate reservations and manage customer records.
• Leverage IMs, website live chat, emails, and calls to communicate with customers effectively and promptly.

Requirements:

• Proven experience in the travel industry, particularly in online travel support, customer service, or travel advisory roles.
• Excellent communication skills in Bahasa Malaysia, Mandarin and English, both written and verbal, to effectively assist customers via IMs, live chat, emails, and phone calls.
• Strong knowledge of yacht charters, cruises, and holidays activities in Asia, with a focus on providing personalized recommendations.
• Familiarity with online travel platforms and booking systems to efficiently handle customer reservations. A GDS/Airlines Ticketing Certificate would be an added advantage.
• Detail-oriented with the ability to manage multiple customer bookings and provide a high level of customization.
• Passion for travel and a customer-centric mindset, ensuring exceptional experiences for every customer.
• Ability to work collaboratively within a team, supporting the growth and success of our online travel offerings.
• Willing to work in 5 days a week across 7 days shift (7AM 4PM or 3PM 12AM)