Customer Service - Mandarin Speaker

Cobnb Sdn Bhd; Kuala Lumpur; On-site; MYR 45,000 - 76,000; Full time

Job summary

Cobnb Sdn Bhd in Kuala Lumpur is seeking a proactive Guest Support Specialist to handle inquiries via live chat, phone, email, and booking platforms. You will coordinate check-in/check-out, manage bookings, and support guests throughout their stay.

The role requires strong Chinese language skills for Mandarin-speaking clients and the ability to multitask in a fast-paced hotel environment, with knowledge of booking platforms and hotel systems considered a plus.

Qualifications

• Strong communication skills with Mandarin-speaking clients.
• Able to multitask and work in a fast-paced, guest-facing environment.
• Basic knowledge of booking platforms and hotel systems is a plus.

Responsibilities

• Handle guest inquiries via live chat, phone, email, and booking platforms.
• Provide timely assistance before, during, and after guest stays.
• Coordinate check-in, in-house, and check-out communications.
• Prepare and manage daily check-in and check-out arrangements.
• Send check-in information (CII), reminders, and follow up on guest arrivals.
• Monitor no-shows and perform basic night audit tasks when required.
• Review and update bookings in internal systems.
• Ensure booking details, payments, and guest information are accurate and up to date.
• Coordinate with housekeeping on unit readiness, damages, and reported issues.
• Create and follow up on PT / maintenance tickets.
• Communicate resolutions and charges to guests when applicable.
• Review shift handover notes and support different shifts (AM / Noon / PM).
• Identify recurring operational or guest issues and propose workflow improvements.
• Perform additional operational or customer support tasks as assigned by supervisors.

Skills

Mandarin Chinese

Multitasking

Customer service

Tools

Booking platforms

Hotel PMS

Job description

Key Responsibilities

• Guest Communication & Support
  • Handle guest inquiries via live chat, phone calls, email, and booking platforms.
  • Provide timely assistance before, during, and after guest stays.
  • Manage check-in, in-house, and check-out related communications.
• Check-in & Check-out Coordination
  • Prepare and manage daily check-in and check-out arrangements.
  • Send check-in information (CII), reminders, and follow up on guest arrivals.
  • Monitor no-shows and conduct basic night audit tasks when required.
• Booking & System Management
  • Review and update bookings in internal systems.
  • Ensure booking details, payments, and guest information are accurate and up to date.
  • Monitor last-minute bookings and adjust operational plans accordingly.
• Payment & Documentation follow-up
  • Track pending payments, and refunds.
  • Follow up with guests when necessary and update internal records.
• Operational Coordination
  • Coordinate with housekeeping on unit readiness, damages, and reported issues.
  • Create and follow up on PT / maintenance tickets.
  • Communicate resolutions and charges to guests when applicable.
• Shift Handover & Daily Operations
  • Review and update shift handover notes to ensure continuity across shifts.
  • Support different shifts (AM / Noon / PM) based on operational needs.
• Quality Improvement
  • Identify recurring operational or guest issues.
  • Propose improvements to workflows, communication templates, and service processes.
• Ad-hoc Support
  • Perform additional operational or customer support tasks as assigned by supervisors.

Requirements

• Strong communication skills (We are seeking candidates proficient in Chinese to effectively communicate with Mandarin-speaking clients)
• Able to multitask and work in a fast-paced, guest-facing environment.
• Basic knowledge of booking platforms and hotel systems is a plus.