Customer Experience Manager: Hospitality & OTA Leader

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Complimentary lunch

Medical benefits

Annual bonus

Salary increment

Complimentary parking

Office pantry

Company events

Car and housing subsidy

Parental allowance

Unlimited latte

Job summary

WIT Venture Sdn Bhd is seeking a Customer Service Manager to lead daily operations across all guest communication channels in Malaysia. You will manage guest queries, complaints, and service recovery on Booking.com, Agoda, Klook, Trip.com, Expedia and other OTA platforms, ensuring timely, professional responses and high guest satisfaction.

You will supervise and coach the Customer Service team, develop SOPs, monitor performance metrics, and drive improvements in online reputation and guest

Qualifications

• Strong customer service and hospitality management experience.
• Strong leadership and team management skills.
• Hands-on experience handling major OTA platforms such as Booking.com, Agoda, Klook, Trip.com and Expedia.
• Comfortable managing OTA guest enquiries, complaints, booking issues and platform cases.
• Strong understanding of online guest communication and review management.
• Excellent communication and interpersonal skills.
• Confident in handling escalated complaints and service recovery.
• Proactive, hands-on and willing to take ownership.

Responsibilities

• Lead and oversee daily customer service operations across all guest communication channels.
• Manage guest enquiries, requests, complaints and service recovery through Booking.com, Agoda, Klook, Trip.com, Expedia and other OTA platforms.
• Monitor OTA messages and ensure guest enquiries are responded to promptly and professionally.
• Handle escalated OTA booking issues, complaints, refund-related enquiries and special guest cases.
• Coordinate with OTA support teams where platform assistance or case escalation is required.
• Monitor guest reviews and ratings across OTA platforms.
• Identify recurring complaints, service gaps and negative review trends.
• Coordinate with Operations, Housekeeping, Maintenance, Reservations and other departments to resolve guest issues.
• Ensure outstanding guest matters are properly followed through until closure.
• Develop and maintain customer service SOPs, response standards and escalation procedures.
• Supervise, coach and support Customer Service team members.
• Monitor response time, communication quality, productivity and service standards.
• Conduct training on OTA communication, guest handling, complaint management and service recovery.
• Prepare guest feedback, complaint, OTA review and customer service performance reports.
• Analyse guest feedback trends and recommend improvements to Management.
• Drive continuous improvement in guest satisfaction, online reputation and service quality.
• We don't expect every guest interaction to go perfectly.
• But as a Customer Service Manager, we do expect you to stay calm, take ownership and lead the team towards a solution.
• When an OTA guest raises a complaint, you don't simply reply and move on. You understand the issue, coordinate the right people and make sure the case is properly resolved.
• When the same complaint or negative review keeps appearing across Booking.com, Agoda or other platforms, you look beyond the individual case and improve the process behind it.
• This role is not only about replying to messages.
• You will be responsible for the team, OTA communication standards, service recovery, online reputation and overall guest experience.
• Your career doesn't have to stay in one lane. Lead with service, solve with purpose, and grow with the business.

Skills

Customer service

Leadership

Team management

OTA platforms

Communication

Job description

WIT Venture Sdn Bhd is seeking a Customer Service Manager to lead daily operations across all guest communication channels in Malaysia. You will manage guest queries, complaints, and service recovery on Booking.com, Agoda, Klook, Trip.com, Expedia and other OTA platforms, ensuring timely, professional responses and high guest satisfaction.

You will supervise and coach the Customer Service team, develop SOPs, monitor performance metrics, and drive improvements in online reputation and guest