Job Summary:
Responsible for handling booking-related concerns across all Contact Center Management (CCM) touchpoints. Provides timely and accurate customer support while ensuring adherence to standard processes. Also supports contact center operations during peak periods or exigencies.
Key Responsibilities:
Operations
- Handle booking-related inquiries from all CCM touchpoints (hotline, Facebook, Twitter, and customer care email).
- Accurately log customer booking requests using designated systems (e.g., Vistra Corp, Systems 1 & 2).
- Follow established booking handling procedures and service standards.
- Provide accurate, valid, and complete information using appropriate tools and resources.
- Assist in contact center operations as needed during high-volume periods or exigencies.
Records Management
- Properly tag and categorize customer concerns based on interaction type.
- Ensure accuracy and timeliness of data entry and reports.
- Support improvements in templates, reporting, and data-gathering methods.
- Maintain organized records, including archiving when necessary.
Qualifications:
- At least 2 years in college or completion of a 2-year vocational course
- With call center experience
- With sales and/or after-sales experience (required)
- Customer service experience is an advantage
Skills and Competencies:
- Proficient in Microsoft Office applications
- Strong written and verbal communication skills
- Ability to multitask in a fast-paced environment
- Good typing speed (an advantage)
- Able to work with minimal supervision
- Strong critical thinking and problem-solving skills
- Keen attention to detail
- Good analytical and logical thinking skills
