Customer Service Representative (CSR) will serve as the company frontline contact on social media. The CSR is responsible for managing inquiries, qualifying leads, routing cases to internal teams, and conducting post-service follow-ups.

Inquiry Management & Lead Qualification

• Promptly acknowledge incoming inquiries across all social media platforms.
• Identify customer needs and systematically gather essential information including customer’s name & contact, travel destination & travel dates, number of passengers and special requirements (if any).

Logging, Routing & Internal Follow-Up:

• Log all inquiries accurately into Customer Enquiry Report.
• Classify the enquiry under the correct service category
• Route the case to the relevant Sales or Specialist Team.
• Monitor case status; follow up internally or escalate to front manager as needed.

Post-Service Engagement:

• Contact customers post-travel to collect feedback, confirm service satisfaction, and report any issues.
• Formally update customer feedback into the tracking report.

• Bachelor’s degree in a related field.
• Fresh graduates are welcome.
• Exceptional written communication skills with a polite, professional tone suitable for messaging apps and social media DMs. Proficient in Google Workspace (Google Drive, Google Sheets).
• Attention to detail, organized, and proactive in internal follow ups.