Customer Experience Lead

Hunters International Sdn Bhd; Kajang; On-site; MYR 56,000 - 89,000; Full time

Job summary

Hunters International Sdn Bhd is seeking a Customer Service Representative to manage customer enquiries, resolve issues, and ensure a positive experience at every touchpoint. This role suits someone who enjoys interacting with people and remains calm in a fast-paced environment.

Location is Cheras, Malaysia, working from office, Mon-Fri 9:30am-5:30pm with standby on Sat. Remuneration RM 5,000 to RM 8,000.

Qualifications

• Min 5 years of experience as Front Office Manager in hotels or online hospitality industry.
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia.

Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop knowledge of products and services to provide appropriate information and recommendations.
• Maintain accurate records of customer interactions and relevant documentation in CRM.
• Identify complex matters and escalate to appropriate internal teams while updating customers.
• Gather customer feedback and share insights with management to improve products and services.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Skills

Verbal communication

Written communication

English proficiency

Mandarin proficiency

Bahasa Malaysia proficiency

Customer focus

Problem solving

Education

High school diploma

Diploma/Degree in Business or Communications

Tools

CRM software

MS Office / Google Workspace

Job description

Hunters International Sdn Bhd is seeking a Customer Service Representative to manage customer enquiries, resolve issues, and ensure a positive experience at every touchpoint. This role suits someone who enjoys interacting with people and remains calm in a fast-paced environment.

Location is Cheras, Malaysia, working from office, Mon-Fri 9:30am-5:30pm with standby on Sat. Remuneration RM 5,000 to RM 8,000.