Customer Success Specialist - Airlines (Multilingual)
Customer Success Specialist - Airlines (Multilingual)
Malaysia · Penang
Category Customer Service

The applicant is expected to behave as an extension of the brand and take care of our customers to the fullest of their capabilities. If needed, seek help to ensure that we embody the best professional service we can offer our customers. You are expected to be a team player, capable of representing information on behalf of our clients and Teleperformance as one company. This includes and is not limited to understanding and behaving in accordance with (1) the Company values; (2) Products and Services; (3) Operating Policies and Procedures; and (4) Attainment of goals and KPIs.

General Role

  • CSS represents the brand, the culture, and values of our clients
  • How you convey will be how our client is perceived by the customers
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times
  • Handle customer’s concerns positively and professionally
  • Interact, support, receive feedback/issue report with or for customers

Responsibilities and Accountabilities

  • Provide timely support to customers through available communication channels (inbound, outbound calls and email)
  • Provide solutions to travel or tour agency, in ticket reservation, exchange or refund
  • Process payment and client information in a manner that is precise and safeguards the customers' personal and payment information
  • Pro-active support to customers to prevent damage to brand loyalty
  • Identify and escalate priority issues through proper channels when necessary
  • Work with other team members in identifying better ways in providing better customer support
  • Maintain and improves quality of service by giving recommendations
  • Keep job knowledge up to date by attending upskill training to improve skill
  • Meet all key performance indicators set by the company and client
  • Adhere to the policies set by the company


Education background

  • Bachelor’s Degree or minimum of Diploma or equivalent

Core Competencies & Proficiencies Levels

  • Possess strong communication skills, including the ability to converse, read and write effectively in English and at least one of the following languages:
    • Bahasa Indonesia
    • Bahasa Malaysia
    • Vietnamese
    • Thai
    • Khmer
    • Mandarin
    • Cantonese
    • Korean
    • Hindi
    • Gujarati
    • Tamil
  • Ability to multitask, detailed oriented and possess good problem-solving skills
  • Customer oriented with strong interpersonal skills and the ability to communicate effectively with customers
  • Passionate in helping to resolve customer issues / queries and complaint handling
  • A team player who thrives in a fast paced, dynamic environment
  • A self-starter who is able to work independently and under minimal supervision
  • Able to determine the problem/sentiment of each interaction and responds professionally
  • Able to communicate with customer through all channel (phone, social media, digital, chat, etc.)

Minimum Skills Required

  • Highly preferred 6 months to 1 year of minimum experience with the travel experience
  • Decision-making skills and analytical skills are highly needed competencies due to nature of the program
  • Experience working in the hospitality/travel/airline industry is skills are highly needed competencies due to nature of the program
    • Priority is for applicants with experience. Those without experience but have met the minimum qualifications can still be considered
  • Experience in sales/telemarketing (preference)
  • Flexible to changes and has a sense of urgency. This includes willingness to be upskilled to other functions
  • Good time management skills
  • Can work under pressure and can deliver set goals
  • Confident in handling complex situation
  • Conversant and able to convey messages
  • Ability to effectively respond to customer needs
  • Interpersonal skills required to work well with others
  • Ability to follow directions
  • Ability to use the desktop computer system
  • Ability to navigate within web-based applications
  • Ability to multitask
  • Ability to learn at a fast pace
  • Good comprehension and listening skills


Teleperformance Malaysia embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, gender or disability.