Customer Service Executive

ICE Holidays Sdn Bhd; Kuala Lumpur; On-site; MYR 31,000 - 45,000; Full time

Benefits offered by this job

Annual Company trip

Group PA insurance

Monthly training arrangements

Employee travel package discount

Medical Leave

Company uniform provided

Job summary

ICE Holidays Sdn Bhd is seeking a Customer Service Executive to support B2B travel services, handling inquiries, bookings, fares, and travel policies. This onsite, full-time role reports to the Head of Department and sits in Malaysia, with a salary range of RM2,800–RM4,000 depending on experience.

The ideal candidate will have a diploma or degree in Tourism, Hospitality or Business, strong communication skills, and a customer‑oriented mindset to liaise with customers and cross‑functional teams

Qualifications

• Diploma or Degree in Tourism, Hospitality, Business, or related fields.
• Fresh graduates welcome; 2–3 years' travel industry experience preferred.
• Solid communication and interpersonal skills.

Responsibilities

• Assist customers with travel-related inquiries including corporate travel arrangements, tour packages, bookings, itineraries, fares, destinations, visas, and travel policies
• Handle day-to-day travel operations such as flight, hotel, tour, and transportation bookings, including preparation of travel documentation
• Provide clear information on travel requirements including passports, visas, insurance, and entry regulations
• Liaise with internal teams and suppliers to ensure smooth coordination and timely delivery of travel services
• Manage customer feedback and resolve issues related to flights, accommodations, tours, or disruptions professionally
• Support Corporate Travel team to maintain service standards and customer satisfaction
• Maintain records of customer interactions, bookings, and transactions

Education

Diploma or Degree in Tourism, Hospitality, Business

Tools

Outlook

Word

Excel

Travel systems

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Position: Customer Service Executive
Salary Range: RM2,800.00 – RM4,000.00 (Depending On Experience)
Reporting to: Head of Department

Company Description:
Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, specializing in providing customized travel packages to partners across the ASEAN region.

As we expand our services into the cruise segment, we are seeking a dedicated Customer Service Executive to join our team. This position plays a key role in driving digital transformation and operational efficiency across our B2B travel services and will work closely with cross-functional teams including business stakeholders, developers, and designers and to ensure that projects are delivered on time, within scope, and aligned with business objectives.

This is a full-time onsite position in ICE HOLIDAYS Sdn Bhd’s office in Malaysia.

Job Responsibilities

• Assist customers with travel-related inquiries including corporate travel arrangements, tour packages, bookings, itineraries, fares, destinations, visas, and travel policies
• Handle day-to-day travel operations such as flight, hotel, tour, and transportation bookings, including preparation of travel documentation whenever necessary
• Provide clear and accurate information on travel requirements including passports, visas, insurance, and relevant health or entry regulations
• Liaise with internal teams and external suppliers to ensure smooth coordination and timely delivery of travel services
• Manage customer feedback and resolve issues related to flights, accommodations, tours, transportation, or travel disruptions in a professional and customer-focused manner
• Support the Corporate Travel team in ensuring service standards and customer satisfaction are consistently met
• Maintain proper records of customer interactions, bookings, and transactions for operational and reporting purposes.

Job Requirements

• Diploma or Degree in Tourism, Hospitality, Business, or related fields
• Fresh graduates are welcome to apply; candidates with 2–3 years of experience in the travel industry will have an added advantage
• Good communication and interpersonal skills
• Customer-oriented, patient, and solution-driven mindset
• Able to work in a fast-paced environment and handle multiple enquiries efficiently
• Proficient in basic computer applications (Outlook, Word, Excel); knowledge of travel systems is an added advantage
• EPF/SOCSO
• Medical Leave
• Annual Company trip (For Confirmed Employees)
• Group PA insurance (For Confirmed Employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For Confirmed Employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, payslips etc)
• At least once a year Team Building arrangements
• Company trip
• Monthly / Weekly Company sports & recreations for everyone