CALL CENTRE SPECIALIST

Responsible for handling customer enquiries, requests, and complaints via phone and other communication channels. The position provides timely and accurate assistance to customers, resolves issues efficiently, and ensures a high standard of customer service in line with company policies and procedures. Key Job Responsibilities: * • Handle customer enquiries and requests via phone calls, WhatsApp, email, and social media channels. • Provide timely, accurate, and professional responses while maintaining a high level of customer satisfaction. • Manage customer complaints and service-related issues, ensuring appropriate follow up and resolution. • Provide Level 2 (L2) support for escalated and more complex customer issues. • Coordinate with relevant departments to investigate and resolve escalated cases. • Monitor, record, and update customer interactions and case details accurately in the system. • Follow up on outstanding cases to ensure timely resolution and closure. • Escalate unresolved or critical issues to the appropriate team or management when required. • Ensure all customer interactions comply with company policies, procedures, and service standards. • Support other customer service and operational activities as assigned by manager or duty supervisor. Minimum Job Requirements: * • Diploma or equivalent qualification in any relevant field. • Minimum 1–2 years of experience in customer service, call centre, or a similar role. • Experience handling customer enquiries via phone, WhatsApp, email, and social media is preferred. • Good communication skills in English, both written and verbal. • Ability to understand and communicate in Mandarin/Chinese is preferred. • Strong customer service, communication, and problem-solving skill. • Able to handle customer complaints and difficult situations professionally. • Experience in handling escalated cases or L2 support is an advantage. • Good computer skills and ability to work with customer service systems. • Able to multitask, work independently, and collaborate effectively with different departments. • Willing and able to work on a shift basis, including night shifts. • Required to work 4 days per week on a 12-hour shift schedule, including weekends and public holidays as required. • Willing to work OT when required to support business and operational needs. Job details • Salary: RM 2,000 a month • Education: Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5 • Contract: Permanent • Working hours: 3 Shift Time • Openings: 2 • Sector: Travel agency, tour operator, reservation service and related activities, Telecommunications • Closes: 2026-11-06 About Travel Recommends Sdn Bhd (10-50 employees) Travel Recommends Malaysia is a company incorporated by Changi Travel Services (CTS), a wholly owned subsidiary of Changi Airport Group. CTS Group is a leader in the travel services segment with presence in 16 cities and over 30 airport and city service counters across Asia Travel Recommends Sdn Bhd operates under Changi Travel Services Southeast Asia