Customer Service Agent

The Customer Service Agent supports the Minor Customer Contact Center in Bangkok by responding to customer calls, emails, chats, WhatsApp, LINE, and related channels. The role handles inquiries and concerns, assesses customer needs, recommends hotels, processes reservations, confirms payment methods, and records and updates reservation details. The agent also gathers information for group and event inquiries, maintains administrative procedures, supports upselling and cross-selling, and works toward personal and team targets.

The posting requires strong customer care, quick and accurate problem-solving, and a polite, empathic, professional manner. Candidates must be able to learn and follow customer service procedures and policies, refer issues to managers when necessary, maintain knowledge of room types and availability, and use company systems effectively. Understanding of regional and local markets, competitors, events, seasonality, and booking patterns is also expected.

Respond to customer inquiries and concerns through calls, emails, chats, WhatsApp, LINE, and related channels.

Assess customer needs, provide answers and troubleshooting, and recommend suitable hotels.

Make, amend, and cancel reservations, confirm payment methods, and ensure reservation details are updated.

Record, organize, and file customer interactions and profile or account changes.

Support upselling and cross-selling, and strive to meet personal and team targets.

Strong customer care and a focus on providing a positive customer experience.

Ability to respond quickly, think fast, and solve customer issues professionally and empathically.

Ability to learn and follow customer service procedures and policies.

Ability to refer issues and questions to managers when necessary.

Understanding of local markets, competitors, events, seasonality, and booking patterns.