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12 Mar 2018

Full-Time Admin Support (Call Centre – Tier 2)

Traveloka Sdn Bhd – Posted by Traveloka Anywhere

Job Description

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.

A Day in a Life:
– 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.


What you’ll need:
– Minimum of a bachelor degree in relevant field or Diploma holder.
– Minimum 2 years’ experience with payment / refund processing or customer service.
– Excellent command of spoken and written English
– Experience with hotel/airline booking-related business a plus.
– A strong understanding of customer service principles.
– Must have strong passion towards excellence customer service.
– Demonstrated problem-solving and complaint-handling skills, strategic and analytical capabilities.
– Willingness to work on shifts basis.

Additional Information

– One of Southeast Asia’s fastest growing tech company.
– We embrace challenges, we celebrate openness, we value autonomy.
– Competitive salary package and benefits.

Join our ambitious growing team in building large impact consumer products and services, building real-time and big data systems and platforms, coming up with creative solutions to business and engineering problems, deriving insights from massive amount of data, and transforming industries with technology.

How to Apply

Interested candidates please submit your updated resume to careers_my@traveloka.comOnly shortlisted candidates will be notified.

Job Categories: Others. Job Types: Full-Time.

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