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$ 18000 to $ 25000 per annum
Kuala Lumpur, MALAYSIA
October 9 2021
The Admin Support Agent executes activities related to payment and flight / hotel voucher issuance. This team verifies customer payment which fall out of the normal workflow and issues the hotel vouchers or airline tickets, as well as processing refunds. Secondly, the team works to resolve customer cases related to issues with the hotel once the customer arrives at the premises.
As a Admin Support, you will be responsible to:
Handle escalations from Tier 1 Call Center
Verify payments with customers and issue vouchers.
Accept and process special requests from customers as per SOPs.
Interface with customers on refunds, providing explanations and processing.
Submit refund requests with airlines and follow up periodically.
Report fraud to company’s risk team.
Handle customer cases related to payment, refunds, and hotels.
Report any product error findings to related product / engineering teams.
Interface between customers and hotels to resolve any cases arising upon/after check-in.
Ensure all cases are solved within required timeframe following company’s SOPs.
Minimum 2 years’ experience with payment / refund processing or customer service.
Experience with hotel/airline booking-related business a plus.
A strong understanding of customer service principles.
Willingness to work in shifts
Demonstrated problem-solving skills, strategic and analytical capabilities.
Excellent command of spoken and written English
Minimum of a bachelor degree in relevant field.