Specialist, Customer Experience (Japanese Speaker)

What You'll Do:

• Handles and responds to customer enquiries and complaints through phone, online chat and/or e-mails
• Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
• Maintains a positive, empathetic and professional attitude towards customer
• Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
• Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
• Liaises with external vendors and service operators to fulfill booking changes
• Keeps updated with company procedures and processes
• Shares customer feedback with relevant departments for further improvements

What You'll Need:

• Fresh graduates are encouraged to apply
• Proficient in English / Mandarin and Japanese (both verbal and written).
• Previous experience in customer service is an added advantage
• Able to work shifts (including weekends, public holidays, overnight)
• Possess a problem-solving mindset to proactively find solutions for customer needs
• Strong written and verbal communication skills to communicate clearly and effectively with our customers
• Good team player to work collaboratively in a team environment
• Keen attention to detail in completing tasks accurately and thoroughly