process Associate American Airlines at IGT Solutions · Malaysia

What You’ll Be Doing

Handle inbound and outbound calls and emails, providing accurate and timely information, including enquiries related to travel and airlines. Respond to customer inquiries and complaints in a professional and empathetic manner. Identify customer needs and provide solutions, or escalate complex issues to the relevant team. Maintain detailed records of customer interactions and follow up as required. Contribute to continuous improvement by providing feedback on processes and procedures. Actively participate in team meetings and training sessions to enhance your skills.

What You’ll Be Doing

• Handle inbound and outbound calls and emails, providing accurate and timely information, including enquiries related to travel and airlines.
• Respond to customer inquiries and complaints in a professional and empathetic manner.
• Identify customer needs and provide solutions, or escalate complex issues to the relevant team.
• Maintain detailed records of customer interactions and follow up as required.
• Contribute to continuous improvement by providing feedback on processes and procedures.
• Actively participate in team meetings and training sessions to enhance your skills.

What We’re Looking For

• Proficient in Mandarin and English, with strong communication skills to effectively support clients and handle English-based communications as required.
• Previous customer service or call center experience is preferred (fresh graduates are welcome to apply).
• Strong problem-solving and critical thinking abilities.
• Passion for delivering excellent customer experiences, with a genuine desire to help others.
• Ability to thrive in a fast-paced environment and work collaboratively as part of a team.
• Minimum qualification: SPM, UEC, O-Level or higher.
• Work schedule: 24/7 shift rotation – 5 working days per week.