Airbnb Customer Service

Prompt Brothers Sdn. Bhd.; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Career development

Dynamic company culture

Job summary

Prompt Brothers Sdn. Bhd. in Kuala Lumpur seeks an enthusiastic Airbnb Customer Service Representative to join our team. You will deliver exceptional support to guests across multiple platforms, ensuring seamless stays and high satisfaction.

The role involves timely responses, coordination of check-in/out, and collaboration with housekeeping and operations to resolve issues while encouraging positive reviews.

Qualifications

• Excellent communication and interpersonal skills for guest interaction.
• Prior customer-facing experience in hospitality or vacation rentals preferred.
• Ability to handle inquiries, issues, and disputes professionally.

Responsibilities

• Handle guest inquiries and bookings via Airbnb, Agoda, Booking.com, WhatsApp, and other platforms.
• Respond promptly to guest messages before, during, and after stay.
• Coordinate check-in/check-out with guests.
• Assist guests with stay-related questions or issues.
• Liaise with housekeeping, maintenance, and operations to resolve issues.
• Monitor guest satisfaction and encourage positive reviews.
• Handle refunds, complaints, and basic dispute cases.
• Maintain records of bookings, cleaning schedules, and communications.

Skills

Customer service

Communication

Problem-solving

Airbnb knowledge

English proficiency

Chinese language

Bahasa Malaysia language

Adaptability

Job description

Prompt Brothers Sdn. Bhd. – Kuala Lumpur, Kuala Lumpur

We are seeking an enthusiastic Airbnb Customer Service Representative to join our dynamic team at PROMPT BROTHERS SDN. BHD. in Taman Midah, Kuala Lumpur. In this full-time position, you will be responsible for providing exceptional customer service to our Airbnb guests, ensuring their experiences are seamless and exceeding their expectations.

What you'll be doing

Handle guest inquiries and bookings via Airbnb, Agoda, Booking.com, WhatsApp, and other online platforms

Respond promptly and professionally to guest messages before, during, and after stay

Coordinate check-in and check-out procedures with guests

Assist guests with stay-related questions, issues, or complaints

Liaise with housekeeping, maintenance, and operations team to resolve guest issues

Monitor guest satisfaction and encourage positive reviews

Handle refund requests, complaints, and basic dispute cases when required

Maintain accurate records of bookings, cleaning schedule, guest communications, and issues

What we're looking for

Excellent communication and interpersonal skills, with the ability to provide exceptional customer service

Prior experience in a customer-facing role, preferably within the hospitality or vacation rental industry

Strong problem-solving and critical thinking skills to effectively handle customer inquiries and concerns

Familiarity with Airbnb or other vacation rental platforms, a plus

Proficiency in English, with the ability to communicate in Chinese & Bahasa Malaysia an advantage

Reliable, Flexible and Adaptable, able to work in a fast-paced environment

What we offer

At PROMPT BROTHERS SDN. BHD., we value our employees and strive to create a supportive and rewarding work environment. In addition to a competitive salary, we offer a range of benefits, including health insurance, opportunities for career development, and a dynamic company culture that encourages teamwork and innovation.

About us

PROMPT BROTHERS SDN. BHD. is a leading provider of Airbnb management services in Malaysia. We pride ourselves on our commitment to exceptional customer service and our ability to help our clients maximize the potential of their vacation rental properties. With a growing portfolio of properties and a team of passionate professionals, we are well-positioned to continue our expansion and provide exciting career opportunities for talented individuals like yourself.