Customer Service Executive

Kenangan Hospitality Sdn Bhd; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Kenangan Hospitality Sdn Bhd is seeking a Customer Service Executive in Kuala Lumpur to handle online guest support and on-property coordination. You will manage guest communications, coordinate maintenance and unit checks, and keep precise records to support occupancy goals.

The role requires clear, warm communication in English and Bahasa Malaysia, ownership of tasks, and teamwork across departments. Training and tech tools are part of daily operations.

Qualifications

• Customer service experience in hospitality or rental industry.
• Strong English and Bahasa Malaysia communication.
• Able to handle complaints with empathy.
• Comfortable with digital tools and AI/booking platforms.

Responsibilities

• Respond professionally to guest messages and phone calls.
• Handle complaints with patience and empathy.
• Track requests and coordinate solutions.
• Keep people updated and ensure issues are resolved.
• Check units and follow up on maintenance.
• Keep accurate records.
• Work towards KPIs covering response time, guest satisfaction, issue resolution and occupancy.

Skills

Customer service

Hospitality experience

Communication skills

Attention to detail

Team player

Tools

WhatsApp

Email

Booking platforms

Tracking systems

Job description

We are looking for a Customer Service Executive to join Kenangan Hospitality, a short-stay accommodation management company in Kuala Lumpur. This role suits someone comfortable with both online guest support and practical coordination, including unit checks at our properties.

Key responsibilities

Respond professionally to guest messages and phone calls

Handle complaints with patience and empathy

Track requests and coordinate solutions

Keep people updated and ensure issues are resolved

Check units and follow up on maintenance

Keep accurate records

Work towards clear KPIs covering response time, guest satisfaction, issue resolution and occupancy

About you

Communicate clearly and warmly in English and Bahasa Malaysia

Take ownership and follow through on requests

Organised and attentive to detail

Stay calm and resourceful under pressure

Eager to learn and improve

Welcome feedback and participate actively in training

Work well with others and communicate directly and respectfully

Comfortable with technology including WhatsApp, email and everyday digital tools

Willing to learn booking platforms, tracking systems and AI tools

Relevant customer service, hospitality or short-stay rental experience is an advantage