Job Description
Mad Fresh Events is looking for a customer service agent who enjoys interacting with people, communicates well, and has the desire to improve the overall customer experience.  They also work closely with a web based reservation application.
To provide an exceptional level of service to our customers with regards to all their queries, requests and reservations. Your major mode of work will include editing reservations, answering customer questions, answering inbound calls, making outbound calls, replying to emails, following up on cases and working on webchat/live chat cases.
Essential Functions
Responsible for providing telephone, email and chat assistance for all customer queries on any matter regarding our franchise “Shipsomnia” as well as managing customer’s reservations.
·      Accent neutrality is essential.

·      Friendly personality

·      Managing reservations using web based reservation application

·      Enjoys interacting with people, communicates well, and have the desire to improve the experience of our customers.

·      Strong in problem-solving and building trustful relationships.

·      Self-motivated, calm, empathetic, enthusiastic, passionate and customer focused.

·      Use and optimize our customer chat.

·      Improve FAQs and web info based on customer inquiries

·      Know our business processes & policies and our customers’ perception to their situation, have the ability to prioritize, resolve, and make customers’ needs known.

·      Contribute positively in best practice sharing, process improvements and customer focused solutions sharing.

·      Able to undertake shift work during peak periods; possibly working on weekends and public holidays.

·      Self-starter, with the ability to take initiative and work without detailed guidance.

·      Experience working in a start-up environment is beneficial.
·      Fluent in English (both written and spoken).

·      At least 2 years of experience in a travel agency with a customer support role and ticketing role.

About Mad Fresh Events

Mad Fresh Events is an eclectic and talented crew who are extremely passionate about music, the arts and travel.  We take pride in delivering high quality, original and creative work that pushes the boundaries of the music and travel industries and dedicated to creating the best time of your life experience for all of our customers. Our flagship franchise, “Shipsomnia,” gained global recognition as a leading experiential music & arts cruise vacation. Our company culture is professional and fun and our aim is to help you “expand your horizons” and grow your talents with us.