Customer Service Representative

Location: UOA Business Park 1, Shah Alam, Malaysia

Job Description

Key Responsibilities & Role Scope

• Handle pre-online booking enquiries, post-online booking enquiries, and general enquiries
• Provide escalation support and manage booking amendments/cancellations
• Manage flight reservation, ticketing, services, and refunds
• Handle fully inbound calls, email communication with internal departments, and occasional outbound calls
• Ensure accurate information delivery and exceed customer service expectations
• Maintain good communication and cooperation with relevant departments
• Work in a team to achieve required KPI and SLA targets
• Rotational night shift only (20 hours x 7 days operation)
• Support Region: USA, Europe, UK, Ireland

Requirements

• Minimum SPM qualification or above
• English proficiency at B2 level (U...