Customer Service Manager (Hospitality)

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Complimentary lunch

Medical benefits

Annual bonus

Salary increment

Complimentary parking

Office pantry

Company events

Car and housing subsidy

Parental allowance

Unlimited latte

Job summary

WIT Venture Sdn Bhd is seeking a Customer Service Manager to lead daily operations across all guest communication channels in Malaysia. You will manage guest queries, complaints, and service recovery on Booking.com, Agoda, Klook, Trip.com, Expedia and other OTA platforms, ensuring timely, professional responses and high guest satisfaction.

You will supervise and coach the Customer Service team, develop SOPs, monitor performance metrics, and drive improvements in online reputation and guest

Qualifications

• Strong customer service and hospitality management experience.
• Strong leadership and team management skills.
• Hands-on experience handling major OTA platforms such as Booking.com, Agoda, Klook, Trip.com and Expedia.
• Comfortable managing OTA guest enquiries, complaints, booking issues and platform cases.
• Strong understanding of online guest communication and review management.
• Excellent communication and interpersonal skills.
• Confident in handling escalated complaints and service recovery.
• Proactive, hands-on and willing to take ownership.

Responsibilities

• Lead and oversee daily customer service operations across all guest communication channels.
• Manage guest enquiries, requests, complaints and service recovery through Booking.com, Agoda, Klook, Trip.com, Expedia and other OTA platforms.
• Monitor OTA messages and ensure guest enquiries are responded to promptly and professionally.
• Handle escalated OTA booking issues, complaints, refund-related enquiries and special guest cases.
• Coordinate with OTA support teams where platform assistance or case escalation is required.
• Monitor guest reviews and ratings across OTA platforms.
• Identify recurring complaints, service gaps and negative review trends.
• Coordinate with Operations, Housekeeping, Maintenance, Reservations and other departments to resolve guest issues.
• Ensure outstanding guest matters are properly followed through until closure.
• Develop and maintain customer service SOPs, response standards and escalation procedures.
• Supervise, coach and support Customer Service team members.
• Monitor response time, communication quality, productivity and service standards.
• Conduct training on OTA communication, guest handling, complaint management and service recovery.
• Prepare guest feedback, complaint, OTA review and customer service performance reports.
• Analyse guest feedback trends and recommend improvements to Management.
• Drive continuous improvement in guest satisfaction, online reputation and service quality.
• We don't expect every guest interaction to go perfectly.
• But as a Customer Service Manager, we do expect you to stay calm, take ownership and lead the team towards a solution.
• When an OTA guest raises a complaint, you don't simply reply and move on. You understand the issue, coordinate the right people and make sure the case is properly resolved.
• When the same complaint or negative review keeps appearing across Booking.com, Agoda or other platforms, you look beyond the individual case and improve the process behind it.
• This role is not only about replying to messages.
• You will be responsible for the team, OTA communication standards, service recovery, online reputation and overall guest experience.
• Your career doesn't have to stay in one lane. Lead with service, solve with purpose, and grow with the business.

Skills

Customer service

Leadership

Team management

OTA platforms

Communication

Job description

We are a fast-growing hospitality and short-term rental management company managing properties across Malaysia.

But what makes us different?

We don't believe hospitality is simply about checking guests in and checking guests out.

It is about creating experiences, taking ownership, and constantly finding better ways to do things. We work with properties, technology, people and guests from different backgrounds, which means no two days are exactly the same.

And yes, we work hard.

But we also believe work should be a place where you can learn, laugh, share ideas, eat good food and actually enjoy the people you work with.

Strong customer service and hospitality management experience

Strong leadership and team management skills

Hands-on experience handling major OTA platforms such as Booking.com, Agoda, Klook, Trip.com and Expedia

Comfortable managing OTA guest enquiries, complaints, booking issues and platform cases

Strong understanding of online guest communication and review management

Excellent communication and interpersonal skills

Confident in handling escalated complaints and service recovery

Strong problem-solving and decision-making skills

Responsible, organised and able to manage multiple priorities

Proactive, hands-on and willing to take ownership

WHAT YOU'LL DO

Lead and oversee daily customer service operations across all guest communication channels

Manage guest enquiries, requests, complaints and service recovery through Booking.com, Agoda, Klook, Trip.com, Expedia and other OTA platforms

Monitor OTA messages and ensure guest enquiries are responded to promptly and professionally

Handle escalated OTA booking issues, complaints, refund-related enquiries and special guest cases

Coordinate with OTA support teams where platform assistance or case escalation is required

Monitor guest reviews and ratings across OTA platforms

Identify recurring complaints, service gaps and negative review trends

Coordinate with Operations, Housekeeping, Maintenance, Reservations and other departments to resolve guest issues

Ensure outstanding guest matters are properly followed through until closure

Develop and maintain customer service SOPs, response standards and escalation procedures

Supervise, coach and support Customer Service team members

Monitor response time, communication quality, productivity and service standards

Conduct training on OTA communication, guest handling, complaint management and service recovery

Prepare guest feedback, complaint, OTA review and customer service performance reports

Analyse guest feedback trends and recommend improvements to Management

Drive continuous improvement in guest satisfaction, online reputation and service quality

We don't expect every guest interaction to go perfectly.

But as a Customer Service Manager, we do expect you to stay calm, take ownership and lead the team towards a solution.

When an OTA guest raises a complaint, you don't simply reply and move on. You understand the issue, coordinate the right people and make sure the case is properly resolved.

When the same complaint or negative review keeps appearing across Booking.com, Agoda or other platforms, you look beyond the individual case and improve the process behind it.

This role is not only about replying to messages.

You will be responsible for the team, OTA communication standards, service recovery, online reputation and overall guest experience behind every interaction.

Your career doesn't have to stay in one lane. Lead with service, solve with purpose, and grow with the business.

Complimentary lunch (Front Operation Team only)

Medical, optical and dental benefits

Annual Bonus up to 5 times

Annual salary increment

Complimentary parking

Pantries come with microwave, refrigerator and coffee machine

Company dinners, events and trips

Car and housing subsidy

Parental or spouse allowance

Unlimited Latte supply (Office Only)

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• Which of the following languages are you fluent in?
• How many years' experience do you have in the hospitality & tourism industry?

Commercial & Industrial Property Management 11-50 employees

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.

We strive for continuous improvement to foster long-term careers and supporting our people in achieving their professional goals.

Over the years, the Company has successfully delivered a diverse portfolio of prestigious projects, encompassing luxury hotels, high-end residential developments, corporate offices for multinational organizations, as well as facilities for government ministries, universities and hospitals. Our strong focus on understanding client requirements and our commitment to delivering excellence have fostered long-term client relationships and a high level of repeat business.

What can I earn as a Customer Service Manager