Customer Support & Operations Executive -- Bukit Jalil --

Job Description
1. Customer Support
- Provide professional and timely assistance to travellers through email, WhatsApp, and live chat.
- Ensure a high level of customer satisfaction through responsive and personalized service.
- Handle customer enquiries, requests, and concerns professionally.

2. Inbound Sales & Booking Management
- Respond to inbound travel enquiries and recommend suitable tour packages based on customer preferences.
- Convert potential customer enquiries into confirmed bookings.
- Manage end-to-end booking processes, including itinerary changes, payment arrangements, and booking confirmations.

3. Customer Experience & Communication
- Deliver personalized customer service that meets premium travel service standards.
- Utilize AI tools and digital platforms to improve customer communication and service efficiency.
- Gather customer feedback and share insights to support service and product improvements.

4. Operations & Coordination
- Coordinate with CRM and Operations teams to ensure smooth handovers and accurate customer records.
- Maintain booking documentation, customer information, and internal reports accurately.
- Use CRM systems, such as HubSpot or equivalent platforms, to manage customer interactions and booking information.

Job Requirements
- 2–8 years of experience in customer support, customer service, or related roles.
- Experience in the travel, hospitality, or luxury service industry is preferred.
- Excellent command of English and Cantonese is required; Mandarin proficiency is an added advantage.
- Strong customer service, communication, and problem-solving skills.
- High attention to detail and a warm, service-oriented personality.
- Comfortable using CRM systems, messaging platforms, and digital tools; HubSpot experience is an advantage.
- Able to work independently in a fast-paced and dynamic environment.
- Willing to work according to the assigned shift schedule and support customer enquiries during weekends or non-standard hours when required.

Salary & Benefits
- Monthly salary: RM4,100 – RM7,500, depending on experience and qualifications.

Work Location: Bukit Jalil, Kuala Lumpur