Contact Center Executive, English Line

01 | VOICE - INBOUND
- Handle inbound calls in English, providing information and support on products, services, policies, promotions and programs.
- Assist customers with flight tickets, attraction tickets, travel and hospitality services and related add-ons.
- Check flight, booking and ticket information; support passenger information changes and other service requests.
- Handle customer feedback and complaints, identify the issue and coordinate with relevant teams for appropriate resolution.
02 | VOICE - OUTBOUND
- Make outbound calls to provide updates, follow up on customer requests and support service-related issues.
- Proactively contact customers regarding changes to flight schedules, operating hours, bookings or services.
- Support VIP/priority customers and customers who have not received notifications via Email, SMS or ZNS.
- Communicate solutions clearly and professionally, especially in time-sensitive or unexpected situations.
03 | EMAIL & SOCIAL
- Handle customer inquiries and requests via Email, Facebook, Instagram, Zalo and other digital channels.
- Respond to customers in English with a clear, professional and customer-friendly tone.
- Check and process ticket/service refund requests in accordance with company policies.
- Investigate payment issues on Web/App and coordinate the handling of failed transactions, ticket/service re-issuance and other related requests.