Customer Success Specialist - English - Penang (Airline Industry)

Overview

As a Customer Success Specialist (CSS), you will be the first point of contact for customers, delivering exceptional support throughout their travel journey. You will assist customers with flight reservations, booking modifications, travel enquiries, baggage concerns, refunds, and other airline-related services through inbound phone calls and email.

You will represent one of the world's leading airline brands, ensuring every customer interaction reflects professionalism, empathy, and a commitment to service excellence. Your ability to provide accurate information and efficient resolutions will contribute to an outstanding customer experience while strengthening customer loyalty.

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

Overview of CSS Role:

• CSS represents the brand, the culture, and the values of the client• Your attitude and how you behave will determine how our client is perceived by its customers• It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times• Customer concerns must be handled positively and professionally• Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers

 

Responsibilities and Accountabilities

• Deliver exceptional customer service through inbound phone calls and email.
• Assist customers with flight bookings, ticket changes, cancellations, refunds, and travel-related enquiries.
• Provide accurate information on airline products, services, baggage policies, check-in procedures, and travel requirements.
• Resolve customer enquiries professionally while ensuring a positive customer experience.
• Process bookings, payments, and customer information accurately while maintaining data confidentiality.
• Escalate complex or high-priority issues to the appropriate teams when necessary.
• Maintain accurate customer records and documentation.
• Achieve individual and team performance targets, including quality and customer satisfaction metrics.
• Stay updated on airline policies, products, and systems through continuous learning.
• Comply with all company policies, procedures, and security standards.

Qualifications

• Diploma, Bachelor's Degree, or equivalent qualification in any discipline.
• Fresh graduates are encouraged to apply.
• Minimum of 6 months' customer service experience in any industry; experience in the airline, travel, hospitality, tourism, airport, or contact centre industry is an added advantage.
• Excellent English proficiency (minimum CEFR C1) in speaking, reading, writing, and listening.
• Strong customer service, communication, active listening, and problem-solving skills.
• Positive attitude with the ability to remain calm, empathetic, and professional in a fast-paced environment.
• Good analytical thinking, attention to detail, and ability to multitask effectively.
• Minimum typing speed of 40 WPM with at least 90% accuracy.
• Proficient in Microsoft Windows, Microsoft Office, and comfortable using customer service or reservation systems.