Customer Service Executive

ICE Holidays Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading B2B travel wholesaler is seeking a dedicated Customer Service Executive in Kuala Lumpur, Malaysia. The role involves assisting customers with travel inquiries, handling bookings, and providing clear information on travel requirements. Ideal candidates should have a diploma in related fields and possess strong communication and interpersonal skills. This full-time onsite position offers various benefits, including medical leave, annual company trips, and performance bonuses.

Benefits

EPF/SOCSO

Medical Leave

Annual Company trip (For Confirmed Employees)

Group PA insurance (For Confirmed Employees)

Yearly Bonus based on performance

Monthly training arrangements

Company uniform provided

Employee price for travel packages

Team Building arrangements

Qualifications

• Fresh graduates are welcome; candidates with 2–3 years of experience in the travel industry will have an added advantage.
• Able to handle multiple enquiries efficiently.
• Knowledge of travel systems is an added advantage.

Responsibilities

• Assist customers with travel-related inquiries including corporate travel arrangements and bookings.
• Handle day-to-day travel operations such as flight, hotel, and transportation bookings.
• Provide information on travel requirements including passports and visas.
• Liaise with internal teams and external suppliers for service coordination.
• Manage customer feedback and resolve issues related to travel disruptions.
• Maintain records of customer interactions and bookings.

Skills

Good communication and interpersonal skills

Customer-oriented mindset

Ability to work in a fast-paced environment

Proficient in basic computer applications

Education

Diploma or Degree in Tourism, Hospitality, Business, or related fields

Tools

Outlook

Word

Excel

Job description

Position: Customer Service Executive. Salary Range: RM2,700 – RM4,000 (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.

Benefits

• 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 receiptMonthly 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