[Hiring] Bilingual Speakers: Japanese, Korean and Mandarin Customer Service Representative @Concert8 Solutions Inc

Role Description

This role involves providing customer service for a leading Travel Provider in the Airline Industry, specifically for booking hotel and ground transportation services for Pilots and Flight crew.

• Act as an expert and liaison, providing product/services information and resolving emerging problems for customer accounts and clients.
• Ensure excellent service standards and respond efficiently to customer inquiries and issues.
• Develop strong customer relationships and resolve queries through phone, e-mail, and chat.
• Create a positive company experience for customers, vendors, and suppliers.
• Provide accurate information about the company’s products or services.
• Escalate technical support issues when encountered.
• Manage and take ownership of the resolution process for all customer-related issues.
• Keep confidential records and financial information private and secure.
• Document customer contacts and actions taken in systems and use tickets.
• Communicate with airlines, vendors, and cross-department when needed.
• Maintain high satisfaction standards and exceed crew members' expectations.
• Resolve queries by applying established company standard procedures and tactics.

Qualifications

• Japanese / Korean / Mandarin speakers
• Knowledgeable in handling multiple queries and familiar with ticketing systems
• Excellent English skills both oral and written
• Preferably with two (2) years of experience in the Travel industry (no GDS required)
• Minimum high school diploma
• Previous customer service experience
• Adaptable, fast learner with the ability to creatively find customer solutions
• Flexibility in shift schedules and work hours
• Computer, high-speed internet connection, headset, and quiet workspace

Requirements

• Ability to quickly articulate technical and service values to solve issues
• Ability to learn quickly and maintain a current, comprehensive knowledge of clients' products and services
• Ability to effectively navigate through multiple web applications and chat sessions simultaneously
• Strong phone handling skills and active listening
• Ability to multitask, prioritize, and manage time effectively
• Ability to work under pressure and deadlines in a fast-paced environment
• Strong analytical and organizational skills
• Strong problem-solving skills
• Team-player and adaptable
• Energetic and positive, with the ability to work independently and within a team
• High attention to details