Customer Success Specialist
4 weeks ago
Job Summary
We are seeking a Customer Success Specialist to join our team at Trip. In this role, you will be responsible for handling customer complaints and issues in a timely and professional manner.
Key Responsibilities:
- Document and process customer complaints and GR issues
- Maintain positive customer relationships while ensuring compliance with company policies
- Handle transferred and escalated complaints from advisors and NPS/KCA/Social media cases
- Closely monitor and analyze competitor service data
- Maintain excellent working knowledge of confluence system
Requirements:
- Customer service experience, with complaint handling experience preferred
- Excellent written and oral communication skills
- Logical/positive thinking, negotiation, and persuasion/consultation skills
- Ability to multitask effectively and record reliability
- Excellent co-working skills with related functional teams and vendors/airlines
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