Community Operations Agent (3 Months Contract, Oct - Dec)

Pelago by Singapore Airlines; Kuala Lumpur; On-site; MYR 54,000 - 67,000; Full time

Job summary

Pelago by Singapore Airlines, based in Kuala Lumpur, is seeking a positive and energetic Community Operations Agent to deliver outstanding customer and provider experiences from our Malaysia office. You will be the main contact for inquiries and help build trust with users globally.

The role involves troubleshooting via email and chat, coordinating bookings, providing feedback to internal teams, and supporting daily operations.

Qualifications

• At least 1–2 years of experience in customer service/service industry/contact centre/ops/e-commerce.
• Excellent English, proficiency level B2 or C1 (preferable).
• Excellent comprehension and communication skills.
• Exemplary customer service skills with a passion for delivering great customer experience.
• Great empathy for users and ability to anticipate needs.
• Team player with responsibility and ability to work independently.
• Able to work rotational shifts, especially weekends and public holidays. 5 day work week.
• Commitment for 3 months from October 2026 - December 2026.

Responsibilities

• Provide outstanding service by troubleshooting and resolving customer and provider inquiries via email, messenger, and other online channels.
• Ensure a high level of customer satisfaction by responding promptly, helpfully and warmly.
• Coordinate between customers and experience providers on booking matters.
• Efficiently process and fulfill bookings and resolve issues for seamless service delivery.
• Provide voice of customer feedback to internal teams (Engineering, Marketing, etc.) and work to resolve issues.
• Undertake other ad hoc operational tasks and projects to support the Community Operations team.

Skills

Customer service skills

English proficiency

Empathy

Team player

Time management

Education

Diploma or Bachelor's Degree in Business Administration

Tools

Intercom

Job description

WHO ARE WE?

At Pelago, we're reimagining how travelers explore the world, delivering curated rewarding experiences backed by the quality and trust of the Singapore Airlines Group. As a key part of the SIA ecosystem, we offer exclusive value, deals, and seamless KrisFlyer integration for travelers across Singapore Airlines, Scoot, and beyond. We are a fast-growing, high-ownership team looking for builders to scale our next phase of growth.

WHAT WILL YOU BE DOING?

We are looking for a positive and energetic Community Operations Agent to be based in our Malaysia, KL office to deliver great customer experience to our customers and provider community globally. You will be the point of contact for enquiries and be pivotal in building trusting and endearing relationships with our customers.

• Provide outstanding service by troubleshooting and resolving customers and providers' enquiries via email, messenger, and other online channels
• Ensure a high level of customer satisfaction by responding in a prompt, helpful and friendly manner
• Coordinate and liaise between customers and experience providers on booking matters
• Efficiently process and fulfill bookings while swiftly identifying and resolving any potential issues or delays to ensure seamless end-to-end service delivery.
• Provide voice of customer feedback to internal teams such as Engineering teams, Marketing teams, etc and work with them to resolve issues and improve the overall customer experience
• Undertake other ad hoc operational tasks and projects as assigned to support the Community Operations team and business needs

Requirements

WHAT EXPERTISE ARE MUST HAVES FOR THIS ROLE?

• At least 1-2 years of experience, preferably in a fast paced customer service/ service industry/ contact centre/ operations/ e-commerce environment
• Excellent English, both written and spoken, proficiency level B2 or C1 (preferable)
• Excellent comprehension and communication skills
• Exemplary customer service skills, you pride yourself in being able to constantly raise the bar of driving great customer experience
• Great empathy for our users. You put the user in front of what you do, anticipate their needs
• Team player with high level of responsibility and able to work independently
• Able to work rotational shifts, especially weekends and Public Holidays to support daily operations. 5 day work week
• Able to commit for 3 months from October 2026 - December 2026

WHAT EXPERTISE ARE GOOD TO HAVE?

• Candidates must possess at least a Diploma or Bachelor's Degree in Business Administration or related field
• Creative problem solver, who enjoys solving problems proactively and delivering exemplary service.
• Good time management skills and work organisational abilities, you multitask and can prioritise effectively
• Comfortable working with systems and tools, prior experience using Intercom or other customer service software preferable but not mandatory