Customer Service Officer

EASYBOOK (M) SDN BHD; Selangor; On-site; MYR 36,000 - 48,000; Full time

Job summary

Easybook.com in Malaysia is seeking a Customer Service Representative to handle enquiries across live chat, email, phone and social media, ensuring smooth booking experiences. You will manage bookings, payments, cancellations, refunds and schedule changes, explain policies, and escalate critical issues while maintaining professional relations with customers and partners.

Multilingual skills in English and Bahasa Malaysia are a plus; experience in travel or transport industries is preferred;

Responsibilities

• Handle customer enquiries, complaints, and booking-related issues across live chat, social media, email and phone.
• Manage bookings, payments, cancellations, refunds, and schedule changes.
• Identify root causes and provide accurate resolutions; own cases and follow up until resolved.
• Explain company policies and transport operator rules clearly and accurately.
• Escalate critical matters per procedures; maintain case notes and supporting documents.
• Liaise with internal departments and external transport operators to investigate issues.
• Represent the company professionally and maintain good relationships with customers and partners.
• Contact operators to investigate trip cancellations, no-shows, and refunds.
• Work in a fast-paced, high-volume environment; rotate shifts including weekends and public holidays.

Job description

Handle customer enquiries, complaints, requests, and booking-related issues through live chat, social media, email, and telephone.

Handle customers with bookings, payments, cancellations, refunds, schedule changes, ticketing, boarding information, operator policies and other Company related matters.

Listen to customers carefully, identify the root cause of issues, and provide accurate and appropriate resolutions.

Take ownership of customer cases and follow up until the issue is properly resolved or handed over to the appropriate party.

Provide clear explanations of Company policies, terms and conditions, and transport operator policies.

Handle complaints, urgent cases, and service disruptions professionally, escalating critical matters in accordance with Company procedures.

Maintain accurate customer service records, case notes, and supporting documents in the Customer Service systems.

Liaise with internal departments (eg: Marketing, Finance, IT, Sales & etc) and external transport operators to investigate cases and resolves customer issues.

Represent the Company professionally in all customer interactions and maintain good working relationships with customers, colleagues, and transport operators.

Contact transport operators directly to investigate cases involving trip cancellations, no-shows, schedule changes, boarding problems, passenger issues, refunds, lost items, operational incidents, and other service-related matters.

Communicate clearly and professionally while maintaining a positive and customer-focused approach, especially when handling dissatisfied customers.

Escalate cases involving safety concerns, serious complaints, potential fraud, payment disputes, major operational disruptions, or other critical matters according to company procedures.

Deliver professional, empathetic, and customer-focused service across all communication channels.

Identify opportunities to improve the overall customer journey and support experience.

Requirements

Multilingual communication skills, particularly English & Bahasa Malaysia. Mandarin/Chinese are an advantage.

Previous experience in customer service, contact centre, e-commerce, online booking platforms, travel, transportation, or related industries is an advantage.

Strong written and verbal communication skills.

Able to communicate professionally with customers, internal teams, and external business partners.

Good problem-solving and investigative skills.

Able to handle multiple cases and communication channels simultaneously.

Able to work independently while also collaborating effectively with different departments.

Good time management and ability to prioritize cases based on urgency and SLA.

Comfortable working in a fast-paced, high-volume customer service environment.

Willing to work rotating shifts, weekends, and public holidays.

Established in 2006, Easybook.com was born as a one-stop platform selling bus tickets in Singapore and Malaysia. Our service now includes bus, ferry, train and car rental e‑bookings, along with secondary products such as hotel and charter services.

In 2015, we received prestigious awards, the "Singapore Outstanding Enterprise Award" and the "Singapore Heartlands Enterprise Star Award". From then, we have rapidly become the largest online booking platform for land and sea transportation services in Southeast Asia delivering technological innovations and allowing you to connect quickly and securely to spectacular destinations. We now operate across Singapore, Malaysia, Thailand, Indonesia, Philippines, Vietnam and Brunei. Our network expanded to over 800 bus operators covering over 20,000 routes across Southeast Asia.

And we’ve only just begun…

Established in 2006, Easybook.com was born as a one-stop platform selling bus tickets in Singapore and Malaysia. Our service now includes bus, ferry, train and car rental e‑bookings, along with secondary products such as hotel and charter services.

In 2015, we received prestigious awards, the "Singapore Outstanding Enterprise Award" and the "Singapore Heartlands Enterprise Star Award". From then, we have rapidly become the largest online booking platform for land and sea transportation services in Southeast Asia delivering technological innovations and allowing you to connect quickly and securely to spectacular destinations. We now operate across Singapore, Malaysia, Thailand, Indonesia, Philippines, Vietnam and Brunei. Our network expanded to over 800 bus operators covering over 20,000 routes across Southeast Asia.

What can I earn as a Customer Service Representative