Worldventures Marketing LLC

  • Customer Service Representative I

    Job Location HK
    Posted Date 3 weeks ago(9/26/2018 5:10 PM)
    # of Openings
    Position Type
    Full-Time [F]
  • Overview

    Rovia, an industry-leading travel and lifestyle service provider, is currently sourcing for a Customer Service Associate to be based in our Hong Kong office.  Rovia powers exceptional travel and lifestyle products and experiences across the globe in a fast-paced environment.  If you are prepared to grow your career, wear multiple hats, and be part of a growing team with a focus on exceptional service, this may be the role for you.


    This individual Provides timely responses to customer inquiries by telephone and/or e-mail in an in- or outbound service center, consistent with service and quality standards. He/She processes customer orders, bills and accounts, and applications for service, maintenance and termination, as well as troubleshoots and resolves customer complaints.


    This role will require a 10:00am – 7:00pm shift, and a Thursday – Monday schedule. Weekends required.


    - Provide effective communications between members, operations team and DMC to ensure timely resolution for customer requests and problems
    - Answer member phone calls and email while simultaneously operating multiple computer applications.
    - Communicate details of products, services and promotions in a clear and concise manner
    - Ensure accurate documentation of each call/issue
    - Ensure the best practice of customer services and maintain excellent services level
    - Identify and escalate priority issues.
    - Maintaining good relationship with existing members
    - Handle members’ enquiries and complaints via multiple channels (email/phone)
    - Handle members complaints, provide appropriate solutions and alternatives within the time limits; follow up the complaints and ensure resolution
    - Prepare reports of complaint cases and status update
    - Perform any other duties as required by the office


    • High School Diploma required
    • Bachelor's Degree or equivalent work experience preferred
    • 2+ years of customer service experience
    • Experience in travel or hospitality industry highly preferred



    Rovia develops global travel and lifestyle products with industry-leading companies around the world. Our business fosters mutual success through the power of three key elements: inspiration, innovation and integration.



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