Executive – Customer Service

  • The Executive – Customer Service is responsible for ensuring strong customer service levels are met in line with business objectives. You will report to the Manager of Customer Experience and Customer Relationship Management.
  • Respond professionally to enquiries, identify and assess needs, ensure customer satisfaction, provide great customer experience
  • Follow communication procedures, guidelines and policies to ensure prompt turnaround for all service requests with consistent quality, mainly via online channels: social media, email, chat, etc.
  • Provide customers with engaging and accurate information by using the right methods and tools to generate sales leads
  • Liaise with internal product, sales and operations teams to ensure prompt and accurate customer service replies
  • Handle complaints, provide appropriate solutions and alternatives within time limits, follow up to ensure resolution
  • Keep records of customer interactions, transactions, comments, complaints and research to troubleshoot customer problems
  • Provide feedback on improving the efficiency and experience of the customer service process
  • Degree or equivalent
  • Fresh graduates are encouraged to apply
  • Strong communication, interpersonal, customer service skills
  • Good organisational, administrative, problem-solving skills
  • Willing to work on shift: after office hours, including Saturdays, Sundays and public holidays
  • Experience in the travel industry is a bonus but not a requirement
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


Job Type: Full Time
Job Location: Kuala Lumpur

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