Traveloka Sdn Bhd
Country : Malaysia
  • Full-time

Admin Support (Call Centre - Tier 2)

Traveloka is the largest flight and hotel booking service in Indonesia. Currently, we are expanding the business through Asia and target to be top 3 online travel agency in the near future. We providing to our customers' wide selections of the cheapest hotel rates and tickets for domestic and international flight. We are looking for candidates from different areas of expertise such as Customer Service, Digital Marketing, Market Management and many more. (Refer to https://www.traveloka.com/en-my/careers)

Responsibilities

The Admin Support Agent executes activities related to payment and flight / hotel voucher issuance. This team verifies customer payment which fall out of the normal workflow and issues the hotel vouchers or airline tickets, as well as processing refunds. Secondly, the team works to resolve customer cases related to issues with the hotel once the customer arrives at the premises.

 

A Day in a Life:

  • Handle escalations from Tier 1 Call Center
  • Verify payments with customers and issue vouchers.
  • Accept and process special requests from customers as per SOPs.
  • Interface with customers on refunds, providing explanations and processing.
  • Submit refund requests with airlines and follow up periodically.
  • Report fraud to company’s risk team.
  • Handle customer cases related to payment, refunds, and hotels.
  • Report any product error findings to related product / engineering teams.
  • Interface between customers and hotels to resolve any cases arising upon/after check-in.
  • Ensure all cases are solved within required timeframe following company’s SOPs.

Requirements

What you'll need:

  • Minimum 2 years’ experience with payment / refund processing or customer service.
  • Experience with hotel/airline booking-related business a plus.
  • A strong understanding of customer service principles.
  • Must have strong passion towards excellence customer service. 
  • Willingness to work on shifts basis.
  • Demonstrated problem-solving and complaint-handling skills, strategic and analytical capabilities.
  • Excellent command of spoken and written English
  • Minimum of a bachelor degree in relevant field or Diploma holder.

Total applicants :6 Job posted 21 days ago Total Views : 75 Unique Views : 74 Today Views : 4


Submit Application