Answering inbound calls from customers in Mandarin (Traditional) and English, providing accurate information regarding flights, bookings, and airline services
Handle daily inbound calls, chats and emails regarding general customer inquiries, general complaints, comments, feedback, and other issues related to the services.
Provide timely, empathetic support for non-complex inquiries across assigned channels (voice, chat, live messaging, email, social media, etc.), using SOPs, macros, and knowledge articles to resolve issues while meeting CSAT, quality, and productivity targets.
Project & Fleet Coordination: Act as the primary point of contact for corporate clients and our delivery fleet across various enterprise projects, ensuring seamless and timely execution.