job description
Join Atain as a Customer Service Representative for Mandarin Airlines and become the face of exceptional service in Bali! This is your chance to thrive in a dynamic, fast-paced environment where your problem-solving skills and passion for customer satisfaction will make a real impact.
In this role, you’ll handle inquiries, resolve issues, and deliver world-class support to passengers, ensuring every interaction leaves a lasting positive impression. Whether it’s assisting with bookings, addressing concerns, or providing travel information, your dedication will help elevate the customer experience to new heights.
We’re looking for energetic, empathetic professionals who excel under pressure and love working in a collaborative team. If you’re ready to take your customer service career to the next level with a globally recognized airline, apply now—immediate hiring is underway!
Responsibility
- Handle inbound and outbound customer inquiries via phone, email, and chat with professionalism and efficiency.
- Resolve passenger issues, including flight changes, refunds, and complaints, while maintaining a calm and solution-oriented approach.
- Provide accurate and up-to-date information on flight schedules, policies, and services to enhance customer confidence.
- Process bookings, modifications, and cancellations in compliance with airline and company procedures.
- Collaborate with cross-functional teams to ensure seamless service delivery and customer satisfaction.
- Document all interactions and transactions in the CRM system with attention to detail.
- Identify opportunities to upsell additional services (e.g., seat upgrades, travel insurance) where applicable.
- Stay updated on industry trends, airline promotions, and company policies to provide informed support.
Qualifications
- Minimum 1-2 years of experience in customer service, preferably in the aviation, hospitality, or call center industry.
- Fluent in English (written and verbal); additional language skills (e.g., Mandarin, Indonesian) are a plus.
- Strong communication and active listening skills with a customer-first mindset.
- Ability to multitask, prioritize, and work efficiently in a high-volume, fast-paced environment.
- Proficiency in using CRM systems, Microsoft Office, and basic airline reservation tools.
- High school diploma or equivalent; a degree in hospitality, business, or related fields is advantageous.
- Flexibility to work rotating shifts, including weekends and public holidays.
- Problem-solving attitude with a track record of resolving complex customer issues.