携程Customer Advisor, KR(MJ029733)
任职要求
Requirements ·Native-level proficiency in Korean, in both oral and written communication ·Diploma relevant qualification or above ·Over two years of work experience required for visa application ·Experience in the OTA/TMC industry ·Proficiency in Business-level English (B1),or Chinese (HSK 5) in both oral and written communication ·Work closely with team or business leaders to gather a comprehensive understanding of their requirements ·Provide with excellent customer satisfact…
工作职责
Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of Trip.com, Ctrip,Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travelers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value.Trip.Biz is a digital business travel management company powered by Trip.com Group, providing all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business. ·Manage client’s travel booking inquiries via email, phone, and chat channels·Demonstrate exceptional service attitude when addressing travelers’ inquiries·Maintain sound relationship with clients’ travel managers and travelers·Provide clients with optimal travel plans and recommendations (balancing the cost, time and convenience)·Handle booking, modifying, and cancelling of air ticket, hotel, car rental, airport transfer, railway and other related services·Location: Shanghai / Working hours: Daytime 담당업무이메일, 전화, 채팅을통해고객의여행예약문의응대고객문의에대해탁월한서비스마인드로응대고객사의출장관리자및출장자들과긍정적관계유지비용, 시간, 편의를균형있게고려한최적의여행계획및추천제공항공권, 호텔, 렌터카, 공항픽업, 철도및기타관련서비스의예약, 변경, 취소처리근무지: 상하이 / 근무시간: 주간근무
About the Position We are looking for Customer Advisors, who will be supportingTrip.com’s customers for products from hotel reservations to flight tickets to everything about travel. As the voice ofTrip.com, you will use your interpersonal skills and passion to let travelers trust us to take care of their trip. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part our dynamic and fast-growing team? Key Assist customers with their inquiries and concerns in Korean via phone, chat, or email;Communicate effectively with customers, showing empathy and patience;Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required;Advocate theTrip.comculture both internally and externally;Assist with ad hoc projects assigned by Team Leads / Supervisors.
With expert knowledge on the [Hotel or Flight or New Product] product, guide both new and existing Advisors on service-related best practices;Liaise with the IBU Procedure Team and other Stakeholders to create and maintain customer and service-orientated procedures;Work closely with relevant Team Leaders/Group Leaders to fully understand both Customer and Advisor pain points and inefficiencies which can be optimized;Always question the status quo. There is always be a better way of doing things;Advocate the Trip.com culture and standards;Assist with any ad hoc projects and tasks from Group Leaders/Managers where necessary
1. With expert knowledge on the Hotel or Flight product, guide both new and existing Advisors on service-related best practices; 2. Develop and maintain training and coaching documents and knowledge materials; Take responsibility for ensuring all material developed and delivered is up to date, current, accurate; 3. Liaise between the Quality Control team and Advisors to identify areas for improvement; 4. Collaborate with Service Team Leads/Supervisors on outputting qualified newbies and helping existing advisors with upskilling; 5. Act as a role model in displaying Trip’s values in all activity and communication, promoting a positive and professional image of Trip at all time. Ensure the Customer is at the heart of every piece of work and ensuring that our standards help drive forward an exceptional Customer journey; 6. Assist with any ad hoc projects and tasks from Training Manager where necessary.
1. Assist customers with their inquiries and concerns in (English/Japanese/Korean/Russian/Thai/Vietnamese/Indonesian) via phone, chat, or email; 2. Communicate effectively with customers, showing empathy and patience; 3. Work as a part of a high-performing team, supporting and helping colleagues and your Team Lead as required; 4. Advocate the Trip.com culture both internally and externally; 5. Assist with ad hoc projects assigned by Team Leads / Supervisors.