Customer Service Executive

Only World Group; Shah Alam; On-site; MYR 36,000 - 54,000; Full time

Job summary

Only World Group is seeking a Customer Service Executive to manage multi-channel customer interactions across WhatsApp, email, social media, reviews and calls. You will guide customers through ticketing, packages and payments, and actively follow up to support online ticket sales.

You will maintain accurate CRM logs, resolve complaints in collaboration with internal teams, and prepare daily/weekly operational reports to drive service improvements.

Qualifications

• SPM or Diploma or Degree in a relevant discipline.
• Prior experience in customer service, support, or operations preferred.
• Proficient in English and Bahasa Malaysia.

Responsibilities

• Handle customer enquiries across WhatsApp, official email, Google Reviews, social media, and telephone lines.
• Guide customers through online ticketing, packages, e-ticket issuance, and payment queries; follow up to support ticket sales.
• Maintain CRM logs for enquiries, qualified leads, follow-ups, and outcomes in SOP-compliant manner.
• De-escalate and resolve customer complaints, coordinating with PICs, Sales, Operations and external vendors as needed.
• Prepare daily/weekly reports tracking enquiry volumes, response times, unresolved cases and complaints using Excel/Sheets.
• Strictly protect customer data privacy and confidentiality.

Skills

Customer service

Multichannel support

CRM proficiency

Communication skills

Problem solving

Education

SPM / Diploma / Degree

Tools

CRM systems

Microsoft Excel

Google Sheets

Job description

Promptly and professionally manage customer enquiries across WhatsApp, official email, Google Reviews, social media direct messages and public comments, and telephone lines.

Guide customers through online ticketing, packages, e-ticket issuance, and payment queries. Systematically follow up on customer enquiries to actively drive and support online ticket sales.

Maintain accurate CRM logs for all enquiries, qualified leads, follow-ups, and case outcomes in accordance with standard operating procedures (SOPs).

De‑escalate and resolve customer complaints, coordinating directly with outlet Person‑In‑Charge (PICs), internal teams (Sales and Operations), and external ticketing vendors for complaints, refund requests, and operational issues.

Prepare daily or weekly operational reports tracking enquiry volumes, response times, unresolved cases, and customer complaints using Excel/Google Sheets to support digital campaign and service improvements.

Strictly protect customer data privacy and maintain confidentiality at all times.

JOB REQUIREMENTS:

Minimum of SPM, Diploma, or Degree qualification in a relevant discipline.

Prior hands‑on experience in customer service, support, or operations within hospitality, tourist attractions, e‑commerce platforms, or online ticketing environments is preferred.

Proven ability to manage customer data and log interactions within CRM systems, alongside working proficiency in Microsoft Excel or Google Sheets for operational and service performance reporting.

Excellent verbal and written communication skills in both English and Bahasa Malaysia, with the ability to handle high-volume interactions across digital and voice channels (WhatsApp, email, social media, telephone).

Strong interpersonal skills and problem-solving abilities to handle customer complaints, calm dissatisfied stakeholders, and navigate service issues effectively.

Ability to work collaboratively across internal departments and outlet PICs, combined with flexibility to work approved shifts, weekends, and public holidays as required by operational schedules.

If you crave new challenges that will keep your enthusiasm at its peak. If you have the mind to inspire others and be inspired, and if you simply enjoy a career that stimulates your excitement, you have come to the right place. ONLY WORLD GROUP owns and operates Malaysia’s largest water theme park chain, F&B outlets, various family entertainment attractions and theme park development. We have built an empire of companies that operates in line with our core values – Fun, Food and Good Living. In line with our RAPID expansion, we invite dynamic and ambitious individuals to join us IMMEDIATELY !

History

In 1973, ONLY WORLD GROUP started out as an office equipment and related services provider under the name of World Equipment Sdn Bhd. Over the years, it grew to become a supplier of sophisticated theme park equipments and rides, earning the reputation as the region's top recreational equipment supplier and professional theme park consultant and builder. The OWG business now includes family restaurants, spas, amusement / theme parks and leisure attractions at popular resorts. Growing from strength to strength, the Group is bound to set new trends in the amusement and themeparks, food and beverages, attractions and leisure sectors in Malaysia and around the world.

Product & Services

Inspired by the strong and silent demeanour of the horse, Only World Group has emerged from its humble beginnings to becoming Malaysia’s leading amusement and recreation theme park developer. It has been working behind the scenes, silently, in bringing people together and creating fond memories until present. The wealth of the Group’s experience has gained them recognition as one of the region’s esteemed theme park consultant whose expertise include designing, building and managing operation of parks. Its prowess in this industry has proven with turnkey and contracted projects Resorts World Genting, Universal Studios Singapore, Mines Wonderland, Desa WaterPark and Sunway Lagoon. As the Group embraces the philosophy of “Fun, Food and Good Living”, it also make strides in operating and managing F&B and leisure related brands, found in popular resorts and shopping malls. The Group ventures into good living by providing outlets to relax the body and revitalise the mind namely spas and other related activities. As the future beholds, Only World Group will continue to run ahead in affirming our position of being Only the Best in what we do. With our experience, coupled with forward thinking leaders, we will implement the best business strategy and system in exploring new horizons to create more sparks that will excite the world in terms of “Fun, Food and Good Living”.

If you crave new challenges that will keep your enthusiasm at its peak. If you have the mind to inspire others and be inspired, and if you simply enjoy a career that stimulates your excitement, you have come to the right place. ONLY WORLD GROUP owns and operates Malaysia’s largest water theme park chain, F&B outlets, various family entertainment attractions and theme park development. We have built an empire of companies that operates in line with our core values – Fun, Food and Good Living. In line with our RAPID expansion, we invite dynamic and ambitious individuals to join us IMMEDIATELY !

History

In 1973, ONLY WORLD GROUP started out as an office equipment and related services provider under the name of World Equipment Sdn Bhd. Over the years, it grew to become a supplier of sophisticated theme park equipments and rides, earning the reputation as the region's top recreational equipment supplier and professional theme park consultant and builder. The OWG business now includes family restaurants, spas, amusement / theme parks and leisure attractions at popular resorts. Growing from strength to strength, the Group is bound to set new trends in the amusement and themeparks, food and beverages, attractions and leisure sectors in Malaysia and around the world.

Product & Services

Inspired by the strong and silent demeanour of the horse, Only World Group has emerged from its humble beginnings to becoming Malaysia’s leading amusement and recreation theme park developer. It has been working behind the scenes, silently, in bringing people together and creating fond memories until present. The wealth of the Group’s experience has gained them recognition as one of the region’s esteemed theme park consultant whose expertise include designing, building and managing operation of parks. Its prowess in this industry has proven with turnkey and contracted projects Resorts World Genting, Universal Studios Singapore, Mines Wonderland, Desa WaterPark and Sunway Lagoon. As the Group embraces the philosophy of “Fun, Food and Good Living”, it also make strides in operating and managing F&B and leisure related brands, found in popular resorts and shopping malls. The Group ventures into good living by providing outlets to relax the body and revitalise the mind namely spas and other related activities. As the future beholds, Only World Group will continue to run ahead in affirming our position of being Only the Best in what we do. With our experience, coupled with forward thinking leaders, we will implement the best business strategy and system in exploring new horizons to create more sparks that will excite the world in terms of “Fun, Food and Good Living”.

What can I earn as a Customer Service Executive