Customer Service (Both Day & Night Shift)

Ikan Lodging Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 54,000; Full time

Job summary

Ikan Lodging Sdn Bhd in Kuala Lumpur is seeking a Customer Service representative for day and night shifts. You will be the primary contact for customers across multiple channels, handling inquiries, complaints and service requests while maintaining accurate records.

This role requires at least 1 year of customer service experience, fluent English and Bahasa (Mandarin a bonus), and proficiency with AI tools, Microsoft Office and Google Drive.

Qualifications

• Minimum 1 year of customer service experience preferred.
• Fluent in English and Bahasa; Mandarin is a plus.
• Proficient with AI tools, MS Office and Google Drive.

Responsibilities

• Respond to calls, emails, and messages across channels.
• Resolve inquiries, complaints and service requests while maintaining records.
• Provide accurate information about services and promotions.
• Cross-check orders and update records in Excel/Sheets.
• Follow up with customers to ensure satisfaction after service.
• Handle non-routine administrative tasks as assigned.

Skills

Customer service

Communication

Multitasking

Interpersonal skills

Tools

Microsoft Office

Google Drive

AI tools

Job description

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Customer Service (Both Day & Night Shift)

This role involves managing customer communications and administrative tasks for a hospitality service. You will be the primary point of contact for customers across multiple channels, handling inquiries, complaints, and service requests while maintaining accurate records and ensuring customer satisfaction.

Key responsibilities

Respond to all phone calls, emails, and messages across all social media platforms, especially WhatsApp, Instagram, and Facebook to ensure prompt delivery of professional assistance

Actively follow up with potential customers to address any concerns or inquiries, ensuring clarity and preventing misunderstandings before their check-in dates

Deliver clear, complete, and reliable details about services, promotions, and client queries across all communication channels WITHOUT fully relying on AI tools such as Claude or ChatGPT

Cross-check the received orders from the system and update all details in the Excel sheet

Identify customer needs, handle complaints, process service extensions, terminations, balance payments, and refunds professionally and efficiently

Send feedback forms and track responses to ensure quality service and customer engagement after they have checked out

Undertake any other ad-hoc administrative assignments from your direct supervisors

About you

Minimum 1 year of customer service experience is preferred

Proficient in leveraging AI tools, alongside Microsoft Office & Google Drive, to work more efficiently and effectively

Able to exercise good judgment and make decisions independently without constantly relying on supervisors.

Fluent in English and Bahasa to communicate & deal with clients. Knowing Mandarin is a bonus.

Responsible and able to play an active role in the team

Pleasant personality with excellent interpersonal and communication skills

Multitasking, creative, hardworking, and a good team player

Willing to work in a fast-paced, constantly changing, and collaborative environment

Able to work on non-office working hours — Rotating shifts / Morning: 8:00 AM–5:00 PM, Evening: 1:00 PM–10:00 PM, Mid-shift: 10:00 AM–7:00 PM

5 days per week on a rotating roster — rest days not necessary on weekends.