Customer Service Executive

BP Holiday (Beautiful Planet Holiday Sdn Bhd); Bayan Lepas; On-site; MYR 100,000 - 150,000; Full time

Job summary

A dynamic travel company in Penang is seeking a Customer Relationship Executive to nurture long-term client relationships through personalized outreach and customer retention strategies. Responsibilities include ongoing communication with customers, cross-selling travel packages, managing customer data, and inviting clients to events. Ideal candidates will have 1-3 years of relevant experience, excellent communication skills, and a customer-first approach. The position offers attractive incentives and growth opportunities within the travel industry.

Benefits

Travel opportunities

Incentives and commissions

Professional growth opportunities

Qualifications

• 1–3 years of experience in customer service or travel sales.
• Excellent verbal and written communication skills.
• Ability to build rapport with diverse clients.
• Knowledge of travel destinations is a plus.
• Highly organized and customer-focused.

Responsibilities

• Maintain communication with past clients to enhance engagement.
• Cross-sell new travel packages to existing customers.
• Tailor communication strategies for different customer segments.
• Invite clients to events and assist with coordination.
• Manage customer interactions and preferences via CRM.
• Collect client feedback for service quality improvement.

Skills

Interpersonal skills

Communication skills

Organizational skills

Tech-savvy

Tools

CRM software

MS Office

Google Workspace

Job description

About BP Holiday

At BP Holiday, we believe travel should be personal, enriching, and memorable. With years of trusted experience in curating travel experiences around the world, our team of travel experts works tirelessly to design journeys that inspire. We're currently expanding our outreach and are looking for passionate, people-centric professionals to join our dynamic team.

Role Summary

We are looking for proactive and personable Customer Relationship Executives who are passionate about nurturing long-term client relationships. Your primary focus will be farming existing customers—staying in regular contact, offering personalized travel suggestions, cross‑selling new destinations, and inviting them to exclusive events. Your role is key in building loyalty, increasing repeat business, and enhancing our brand experience.

Key Responsibilities

Customer Farming & Retention

Maintain regular communication with past and returning clients via calls, emails, WhatsApp, and other platforms to ensure high levels of engagement and satisfaction.

Cross‑Selling & Upselling

Introduce new travel destinations, packages, and special promotions to existing clients based on their travel history and preferences.

Personalized Customer Outreach

Tailor communication strategies for different customer segments to encourage repeat bookings and referrals.

Event Engagement

Invite clients to upcoming events such as roadshows, travel fairs, travel talks, and client appreciation nights. Assist in event coordination when necessary.

Customer Database Management

Keep accurate records of customer interactions, preferences, and follow‑ups using CRM systems.

Feedback & Insights

Collect feedback and suggestions from customers to help improve service quality and provide input to the sales and marketing teams.

Post‑Booking Customer Follow‑up

Assist in following up with customers after they have made their booking to ensure clarity on travel arrangements, address any concerns, and provide ongoing support leading up to departure and after travel where required.

Requirements

• 1–3 years of experience in customer service, travel sales, client management, or a related role.
• Excellent interpersonal and communication skills—both verbal and written.
• Highly organized with a customer‑first mindset.
• Ability to build rapport and trust with clients across various demographics.
• Knowledge of travel destinations, trends, or previous experience in the travel/tourism industry is an added advantage.
• Tech‑savvy and familiar with CRM software, messaging tools, and MS Office/Google Workspace.

Why Join BP Holiday?

• Be part of a passionate and friendly team in a growing travel company.
• Opportunities to travel and attend industry events.
• Attractive incentives and commissions based on client reactivation and upselling success.
• Personal and professional growth opportunities through internal training and mentorship.