Assistant Customer Service Manager (Hospitality)

WIT Venture Sdn Bhd; Kuala Lumpur; Vor Ort; MYR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

Complimentary lunch (Front Operation)

Medical, optical and dental benefits

Annual Bonus up to 5x

Annual salary increment

Complimentary parking

Pantries with microwave, fridge and a咖

Zusammenfassung

WIT Venture Sdn Bhd is seeking an Assistant Customer Service Manager (Hospitality) to oversee daily customer service operations for its properties across Malaysia. You will manage guest enquiries, complaints and service recovery across major OTA platforms while coordinating with operations, housekeeping and reservations to maintain high guest satisfaction.

The role requires hospitality experience, strong communication and leadership skills, and the ability to handle multiple guest cases with

Qualifikationen

• Good customer service and hospitality experience.
• Experience handling OTA platforms such as Booking.com, Agoda, Klook, Trip.com and Expedia.
• Comfortable communicating with guests through OTA messaging platforms.
• Strong communication and interpersonal skills.
• Able to manage multiple guest cases and priorities.

Aufgaben

• Support the Customer Service Manager in overseeing daily customer service operations.
• Handle guest enquiries, requests and complaints through Booking.com, Agoda, Klook, Trip.com, Expedia and other platforms.
• Monitor OTA messages and ensure timely and professional responses.
• Assist with escalated booking issues, guest complaints and service recovery cases.
• Coordinate with OTA support teams when platform assistance is required.
• Monitor online reviews, ratings and guest feedback across OTA platforms.
• Follow up on negative reviews and recurring guest concerns.
• Coordinate with Operations, Housekeeping, Maintenance, Reservations and other departments.
• Supervise and support Customer Service team members during daily operations.
• Coach team members on OTA communication and guest handling standards.
• Prepare customer service and OTA performance updates for Management.
• Assist in maintaining strong guest satisfaction and online reputation.

Kenntnisse

Customer service

Hospitality experience

OTA platforms experience

Communication skills

Leadership

Problem-solving

Organised and detail-oriented

Proactive ownership

Jobbeschreibung

Assistant Customer Service Manager (Hospitality)

We are a fast-growing hospitality and short-term rental management company managing properties across Malaysia.

But what makes us different?

We don't believe hospitality is simply about checking guests in and checking guests out.

It is about creating experiences, taking ownership, and constantly finding better ways to do things. We work with properties, technology, people and guests from different backgrounds, which means no two days are exactly the same.

And yes, we work hard.

But we also believe work should be a place where you can learn, laugh, share ideas, eat good food and actually enjoy the people you work with.

Good customer service and hospitality experience

Experience handling OTA platforms such as Booking.com, Agoda, Klook, Trip.com and Expedia

Comfortable communicating with guests through OTA messaging platforms

Good understanding of guest complaints, booking issues and online reviews

Good leadership and team coordination skills

Strong communication and interpersonal skills

Responsible, organised and attentive to detail

Strong follow-up and problem-solving skills

Able to manage multiple guest cases and priorities

Proactive, adaptable and willing to take ownership

WHAT YOU'LL DO

Support the Customer Service Manager in overseeing daily customer service operations

Handle guest enquiries, requests and complaints through Booking.com, Agoda, Klook, Trip.com, Expedia and other platforms

Monitor OTA messages and ensure timely and professional responses

Assist with escalated booking issues, guest complaints and service recovery cases

Coordinate with OTA support teams when platform assistance is required

Monitor online reviews, ratings and guest feedback across OTA platforms

Follow up on negative reviews and recurring guest concerns

Coordinate with Operations, Housekeeping, Maintenance, Reservations and other departments

Ensure guest requests and outstanding cases are properly followed through

Supervise and support Customer Service team members during daily operations

Monitor communication quality, response times and task completion

Coach team members on OTA communication and guest handling standards

Maintain guest complaint, feedback and OTA case records

Prepare customer service and OTA performance updates for Management

Support improvements to guest communication, SOPs and service recovery procedures

Assist in maintaining strong guest satisfaction and online reputation

We don't expect you to know everything on Day One.

But as an Assistant Customer Service Manager, we do expect you to stay organised, step up when needed and take ownership of guest issues.

When an OTA message comes in, you respond. When a guest raises a complaint, you follow up. When a case involves several departments, you help coordinate everyone until the matter is resolved.

This role will give you hands‑on exposure to OTA guest management, online reviews, service recovery, team supervision and hospitality operations.

If you are ready to take on more responsibility and grow towards a Customer Service Manager role, come grow with us.

Your career doesn't have to stay in one lane. Step up, learn fast, and grow into leadership.

Complimentary lunch (Front Operation Team only)

Medical, optical and dental benefits

Annual Bonus up to 5 times

Annual salary increment

Complimentary parking

Pantries come with microwave, refrigerator and coffee machine

Company dinners, events and trips

Car and housing subsidy

Parental or spouse allowance

Unlimited Latte supply (Office Only)

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long‑term client relationships and a high level of repeat business.