Senior Customer Service Executive

1 month ago

West Ryde, Australia Shangri-La Full time

Shangri-La Customer Engagement & Process Transformation Kuala Lumpur

Do you want to be part of a business that creates colourful joys of life and happy memories? Imagine complimentary stays at 5-star properties globally

How will you feel to be part of a brand known for setting Hospitality standards and a career with one of the largest employers in Malaysia? Want to be associated with a 50year old large globally diversified organization that operates with a set standard of values, ethics and work culture

Very importantly, are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers? If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN

What will you learn and be a part of?

Provide clear and concise directions, support, and guidance to the floor.  Hands-on leadership experience managing and leading a team of reservation executives to perform their day-to-day role of reservation workflow according to Shangri-La Hotels & Resorts guidelines. Expose to Quality Assurance-empowered to review calls and emails that are monitored by the QA team, providing insights to agents for improvement.  Handling inquiries from internal and external stakeholders, escalation, managing to outsource MOD mailbox, performance status updates, etc. Build and maintain professionalism with stakeholders and responsibility for process improvement. Open and well-versed in change management and driving growth mindsets. Assist with training or briefings when required. Work with the leadership team to identify and deliver positive change and process enhancement.  Handle any ad-hoc task assigned by the leadership team.

What are we looking for?

Preferably, at least 2 years experience in contact centers, hospitality, travel agency and customer service roles  SPM, diploma, or degree holder in any discipline or equivalent qualification with relevant working experience  Pleasant personality with good communication skills  Computer literate and internet savvy.  Positive attitude and a team player with a passion for delivering world-class customer service.  Ability to work under pressure to meet or exceed set performance standards  Good command of spoken and written  English .  Ability to converse and/or write in  Mandarin/Cantonese  to serve specific markets and engage with Mandarin/Cantonese-speaking clients and stakeholders  Willing to work in a shift environment   Due to work permit restrictions, only citizens of Malaysia and permanent residents of Malaysia shall be considered. 

What's in It for You?

Free stay at any of our Hotels globally (one of a kind in the industry) 5-day work week (shift-based) Earn an attractive monthly salary. Discretionary performance-based bonuses and incentives Paid Training and career development opportunity Socso, EPF, EIS and medical insurance coverage Annual Preventive Health Screening

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