Customer Service Assistant (Fulltime) IMMEDIATE

SMART READY HOME SDN BHD; Iskandar Puteri; On-site; MYR 30,000 - 42,000; Full time

Job summary

SMART READY HOME SDN BHD is seeking a Customer Service Assistant to support daily operations for its homestay and café. The role requires proactive, customer-oriented individuals with strong communication skills to ensure an excellent guest experience.

Training will be provided. Responsibilities include guest check-in/out, handling inquiries, managing café operations, and coordinating with housekeeping and other departments to ensure smooth service delivery.

Qualifications

• Candidates must be customer-oriented with strong communication skills.
• Ability to manage guest expectations and resolve issues calmly.
• Experience in hospitality-related roles is a plus.

Responsibilities

• Handle guest check-in and check-out according to guidelines.
• Manage daily guest communications via calls, emails, and messages.
• Provide accurate information on homestay policies, facilities, and local attractions.
• Oversee café operations including opening and closing procedures.
• Coordinate with cleaning and maintenance teams to ensure unit readiness.
• Train and supervise part-time café staff when required.
• Maintain guest database, logs, and OTA-related records.
• Escalate complex issues to the Customer Service Manager when needed.

Skills

Customer service

Communication

Guest relations

Team coordination

Job description

Customer Service Assistant (Fulltime) IMMEDIATE

We are looking for a responsible, proactive, and customer-oriented Customer Service Assistant to support the daily operations of our Homestay and Café. This role requires strong communication skills, attention to detail, and the ability to work closely with multiple teams to ensure smooth operations and an excellent guest experience.

Training will be provided. Candidates who are willing to learn and grow in hospitality operations are encouraged to apply.

Key Responsibilities

Daily Operations & Guest Management

Handle guest check-in and check-out according to company guidelines.

Manage incoming and outgoing calls, emails, and guest messages professionally.

Provide accurate information about homestay policies, facilities, and local attractions.

Ensure smooth daily operations and positive guest experiences.

Oversee daily café operations including opening and closing procedures.

Handle customer orders and payment at the café counter.

Maintain café cleanliness and food safety standards.

Monitor café inventory and arrange supply orders when necessary.

Train and supervise part-time café staff when required.

OTA Coordination & Communication

Serve as the main contact for guest communication via OTA platforms.

Contact OTAs to resolve booking discrepancies or guest issues.

Stay updated on OTA policies and compliance requirements.

Assist guests facing OTA booking issues (e.g., missing reservations or payment issues).

Reporting & Documentation

Maintain and update the following records:

Daily Guest Interaction Log and issue resolution

Refund tracking and documentation (including OTA refunds)

Security deposit monitoring, deductions, and returns

Direct booking records made outside third-party platforms

Submit consolidated reports to the Customer Service Manager.

Act as the main liaison for homestay-related inquiries and emergencies.

Coordinate with cleaning and maintenance teams to ensure unit readiness.

Ensure smooth turnover of homestay units.

Conduct periodic quality checks of homestay units.

Develop and update guest guidelines (house rules, Wi-Fi information, emergency contacts).

Create and place unit labels (e.g., appliance instructions, checkout procedures).

Ensure all materials are clear and guest-friendly.

Maintain an updated guest database including contact details, stay history, and feedback.

Track inventory items (titbits, free gifts, promotional vouchers).

Maintain organized records for audits and operational tracking.

Issue Resolution & Customer Service

Handle guest complaints promptly and professionally.

Provide practical solutions to resolve guest concerns.

Escalate complex issues to the Customer Service Manager when necessary.

Follow up with guests to ensure satisfaction.

Work closely with the cleaning team to coordinate unit turnover and deep cleaning.

Assist other departments during peak periods or new unit launches.

Support overall team operations to ensure smooth daily workflow.

Working Schedule

6 working days per week

Rotational shifts required

Weekend & public holiday availability required

Working Hours: Shift Routine

- Shift 3: 7:30 AM - 4:00PM (when required once a week)

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a customer service assistant?
• Which of the following types of qualifications do you have?