Executive – Customer Service



Customer Service Executive

  • Customer Service Executive is responsible for treating each customer as the most important person in the room or on the call and being a part of the team driving revenue growth. This person will report to the Customer Service Lead in the Consumer Travel department.
  • Proactively engage with customers, offering personalized travel recommendations under HTT’s products.
  • Follow established SOPs for consistent and prompt handling of customer interactions, bookings, and requests.
  • Monitor customer feedback, take immediate action, and follow SOPs for issue resolution. Update and share feedback and complaints with the Customer Service Lead to implement effective solutions.
  • Contribute to a positive team environment, embracing HTT’s core values and collaborate with cross-functional teams for seamless communication with the Consumer Travel department
  • Strive for excellent customer reviews and a high NPS, exceeding customer expectations.
  • Participate in travel and company events, as needed.
  • Perform other duties at the company’s discretion.
  • Diploma in Tourism & Hospitality Management, Business Administration, or a related field. Bachelor’s Degree preferred.
  • Previous experience in sales and/or customer facing roles in any field or industry. Prior experience in the travel industry is an advantage.
  • Strong understanding and knowledge of customer for travel, airlines and company product
  • Customer experience driven person.
  • Familiarity with Customer Relationship Management systems, omnichannel platforms, and/or other relevant tools (i.e. Salesforce, Zendesk, Freshsales) is an advantage.
  • Attentive to details, accuracy and result oriented in achieving KPIs and SLA
  • Growth mindset person – positive, proactive, creative solutions and make continuous improvement.
  • Good interpersonal, communication and presentation skills.
  • High level of stress tolerance and operational crisis management.
  • Strong Leadership and inspiring others to success.
  • Passionate for travel and willing to travel.
Essential traits
  • Responsible and accountable
  • Kind, thoughtful, patient, helpful
  • Trustworthy with genuine integrity
  • Curious, creative, driven, eager to learn
  • Team player with a positive can-do attitude
  • Learning opportunities and career development
  • Insurance coverage – group hospitalisation and PA insurance (upon confirmation)
  • Medical allowance
  • Annual leave, medical leave, hospitalisation leave, maternity leave, paternity leave, compassionate leave, birthday leave


Number of Job Openings: 1 Person
Job Type: Full Time
Job Location: Kuala Lumpur

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