Job Description We are looking for a Crisis Solution Specialist to join our growing family. Come home and start your #BeHappier journey with TDCX today!
Top reasons to work here:
? Attractive Remuneration (Fixed, variables & benefits)
? Comprehensive Insurance & Medical coverage
? Premium workspaces
? Career Development Program
? Fast Track Career Progression
? Walk A Mile ? Job rotation & Enrichment
? Engagement & Recognition Programs like appreciation day, digitalized games and contest, free food day, raffles, birthday treats, anniversary gifts, and much more!
? Wellness & Health Program
? Diverse & Inclusion culture
? Employee Assistance Program (Counselling)
? Staff Appreciation & Recognition Programs
What is your mission?
As a Crisis Solution Specialist, you will be working with our Hospitality Account to deliver #happier customer experience. Act as an ambassador of the World Best Hospitality brand in our Customer Relationship Centre. He/She is the main and privileged point of contact with Customer Experience Teams to disseminate and enforce written policies and procedures related to compliance activities
You are also required to perform these job functions:
Assists with escalated issues and initiates the user dispute request process
Investigates both sides of incident disputes and negotiate collaboratively
Verifies facts, reach policy-based determinations for effective resolution
Works to educate our host and guests to promote positive experiences
Educates users on how to maintain security and safety while using the service responsibly
Monitors flagged and inappropriate content and identifying trends in online risk
Works with Safety support teams to develop and enhance policies and tools
Investigates cases involving complex damages, potential fraud, or brand risk
Maintains high levels of confidentiality while performing investigations
Comprehensively documents investigations through written reports
Interfaces with internal, client communications and social media teams.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and and ISO18295-1 Quality Management System of TDMY.
Who are we looking for?
Preferable with 1 year(s) of working experience in the related field is required for this position.
Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.
Applicants must be willing to work in KL Sentral
Must be available for a regular schedule of 40 hours a week, one that spans weekends and holidays as our customers need us. Shifts may include evening or early morning hours
Excellent verbal and written communication skills in English and (Supporting respective market: Korea).
Patience, empathy, and a unique ability to manage stress.
Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
Familiarity with ticketing systems.
