Customer Success Specialist

4 weeks ago

London, Greater London, United Kingdom Trip Full time
Job Description

We are seeking a highly skilled Customer Success Specialist to join our team at Trip. As a key member of our customer service team, you will be responsible for providing world-class service to our customers, handling high-level complaints, and resolving complex issues.

This is a challenging and rewarding role that requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment. If you have a passion for delivering exceptional customer service and are looking for a new challenge, we encourage you to apply.

Key Responsibilities:

  • Handle high-level complaints and escalations, utilizing internal systems and product knowledge to achieve optimal customer resolution times.
  • Serve as a focal point for urgent escalations, prioritizing excellent customer communication with empathy and professionalism.
  • Ensure all complaint cases and escalation tasks are diligently and promptly followed up, maintaining timely communication with customers for each case.
  • Ability to effectively deep-dive and investigate the root cause of customer complaints, providing the right solution and responsible party determination.
  • Maintain effective communication and relationships between internal departments.
  • Accurately document interactions, maintain data accuracy in the relevant contact management system, and understand various processes and procedures that interface with the service centre.
  • Provide feedback and improvement ideas promptly to the Technical Team.

Requirements:

  • Preferably 1 to 2 years of experience handling high-level complaints, escalations, disputes, resolutions, and detailed investigations with root cause analysis skills.
  • Effective communication skills, both written and verbal, in English and/or Malay.
  • Demonstrate patience in all interactions with customers, affiliates, partners, and internal departments, maintaining a pleasant and professional tone.
  • Ability to manage multiple tasks simultaneously and maximize productivity with effective time management skills.
  • Dependable with strong attention to detail.
  • Skilled in multitasking and adaptable to changes quickly.
  • Ability to work both independently and as part of a team.
  • Courteous with a strong customer service orientation.
  • Proficient in computer navigation and PC knowledge.
  • Able to work on a rotating shift, during weekends, public holidays, and festive seasons.

Why Join Us:

  • We offer a stage to unleash your full potential and drive global impact.
  • As an international team, we embrace an open and inclusive culture that supports and respects team members in and out of the workplace.
  • Everyone is on a trip, whether it's a career trip or a life trip. At Trip, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
  • Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions.
  • Internal transfer is encouraged, and global job rotation program enables you to pursue a global career path and make global impact.
  • We provide learning opportunities to further your career in areas of leadership capability, soft skill, and professional expertise.
  • We encourage flexible work arrangement.
  • Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

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