Customer Service Lead (Cruise / Hospitality)

Turn Capital 龍丞資本; Johor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading customer service provider in Johor, Malaysia is seeking a Customer Service Lead to oversee all operations and manage a team focused on delivering high-quality guest experiences. The ideal candidate will have 5–7 years of experience in customer service management, a degree in a relevant field, and strong leadership and communication skills. A competitive salary and performance-based incentives are offered.

Benefits

Competitive base salary

Performance-based incentives

Qualifications

• Minimum of 5–7 years’ experience in customer service management.
• Proven ability to lead and develop frontline service teams.
• Fluent in English and Mandarin preferred.

Responsibilities

• Oversee all customer service operations.
• Manage helpdesk and communication systems.
• Develop service protocols and training.

Skills

Leadership

Communication

Conflict Resolution

Interpersonal Skills

Customer Service Orientation

Education

Bachelor’s degree in Hospitality or related field

Tools

CRM software (e.g., Zendesk, Freshdesk)

Job description

Job Title: Customer Service Lead

Location: Local / Malaysia (Johor)

Reports To: Ship Owner / Executive Management

Job Type: Full-time, Contract-Based

Job Overview

The Customer Service Lead is responsible for managing all aspects of guest relations and support, ensuring a seamless, responsive, and high-quality experience for all passengers and partners engaging with the company off-ship. This role oversees the entire customer-facing communication ecosystem—including helpdesk, ticketing, inquiries, complaints, and post-cruise feedback—and ensures consistent service standards across digital, phone, and in-person channels.

The Customer Service Lead will build and manage a team that represents the company’s values of hospitality and professionalism, delivering timely resolutions and maintaining guest satisfaction benchmarks that align with the brand’s premium positioning.

Key Responsibilities

• Oversee all customer service operations across pre-cruise, booking, and post-cruise support channels.
• Manage helpdesk, hotline, email, and digital ticketing systems to ensure efficient handling of guest inquiries and complaints.
• Develop and implement service protocols, response scripts, and escalation procedures to maintain consistent quality across all interactions.
• Lead and train the customer service team to deliver empathetic, informed, and brand-aligned communication.
• Track service performance metrics (e.g., response time, resolution rate, satisfaction scores) and identify opportunities for improvement.
• Work closely with marketing, sales, and operations teams to anticipate guest needs and reduce recurring service issues.
• Handle escalated guest complaints or sensitive cases, ensuring resolution and appropriate internal feedback loops.
• Develop FAQ libraries, knowledge bases, and support documentation to empower faster and more consistent responses.
• Coordinate with onboard hotel and operations teams to address service-related feedback in real time.
• Manage partnerships with external customer support vendors, if applicable.
• Prepare weekly and monthly reports on service volume, trends, and customer satisfaction for management review.
• Continuously review customer touchpoints to optimize service delivery, improve guest sentiment, and reinforce brand loyalty.

Key Requirements & Qualifications

• Bachelor’s degree in Hospitality, Business Administration, Communications, or related field.
• Minimum of 5–7 years’ experience in customer service management, preferably within the hospitality, travel, or cruise industries.
• Proven ability to lead and develop frontline service teams in high-volume, high-pressure environments.
• Strong communication, conflict-resolution, and interpersonal skills.
• Proficiency with CRM, helpdesk, and ticketing software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Customer-centric mindset with attention to detail and empathy in guest interactions.
• Ability to analyze service data and translate insights into operational improvements.
• Fluent in English and Mandarin preferred; additional regional languages an advantage.

Compensation & Benefits

• Competitive base salary
• Performance-based incentives tied to guest satisfaction and service quality metrics