Customer Service Executive
About the job
Shangri-La Customer Engagement & Process TransformationKuala Lumpur
Do you want to be part of a business that creates colourful joys of life and happy memories? Imagine complimentary stays at 5-star properties globally!
How will you feel to be part of a brand known for setting Hospitality standards and a career with one of the largest employers in Malaysia? Want to be associated with a 50year old large globally diversified organization that operates with a set standard of values, ethics and work culture!
Very importantly, are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers? If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN!
What will you learn and be a part of?
- Provide clear and concise directions, support, and guidance to the floor.
- Hands-on leadership experience managing and leading a team of reservation executives to perform their day-to-day role of reservation workflow according to Shangri-La Hotels & Resorts guidelines.
- Expose to Quality Assurance-empowered to review calls and emails that are monitored by the QA team, providing insights to agents for improvement.
- Handling inquiries from internal and external stakeholders, escalation, managing to outsource MOD mailbox, performance status updates, etc.
- Build and maintain professionalism with stakeholders and responsibility for process improvement.
- Open and well-versed in change management and driving growth mindsets.
- Assist with training or briefings when required.
- Work with the leadership team to identify and deliver positive change and process enhancement.
- Handle any ad-hoc task assigned by the leadership team.
What are we looking for?
- Preferably, at least 2years experience incontactcenters,hospitality, travelagency and customer service roles
- SPM, diploma, or degree holder in any discipline or equivalent qualification with relevant working experience
- Pleasant personality withgood communication skills
- Computer literate and internet savvy.
- Positive attitude and a team player with a passionfor delivering world-class customer service.
- Ability to work under pressure to meet or exceed set performance standards
- Good command of spoken and writtenEnglish.
- Ability to converseand/orwrite inMandarin/Cantoneseto servespecific markets and engage with Mandarin/Cantonese-speaking clients and stakeholders
- Willing to work in a shift environment
- Due to work permit restrictions, only citizens of Malaysia and permanent residents of Malaysia shall be considered.
What's in It for You?
- Free stay at any of our Hotels globally (one of a kind in the industry)
- 5-day work week (shift-based)
- Earn an attractive monthly salary.
- Discretionary performance-based bonuses and incentives
- Paid Training and career development opportunity
- Socso, EPF, EIS and medical insurance coverage
- Annual Preventive Health Screening
- Department: Customer Service Administration