Customer Service & Operations Executive

GLOBALTIX PTE LTD; Kuala Lumpur; Hybrid; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Performance Bonus

13th Month Bonus

Hybrid working arrangement

Training Provided

Job summary

GLOBALTIX PTE LTD in Kuala Lumpur is seeking an Executive, Operations & Customer Service / Duty Manager to oversee day-to-day partner communications and bookings in a hybrid work setup. You will resolve service issues, support operational delivery, and liaise with internal teams to maintain partner satisfaction.

Ideal candidate has 2+ years in customer service or operations within travel/tourism, strong English, and proficiency with CRM/ticketing systems.

Qualifications

• Bachelor's degree or higher; diploma or professional degree accepted.
• 2+ years' experience in customer service or operations, preferably in travel/tourism.
• Proficiency in English with strong written and verbal skills; additional languages a bonus.

Responsibilities

• Serve as primary contact for B2B partners on bookings, queries, and issue resolution.
• Provide timely, accurate responses via email, phone and chat.
• Resolve partner complaints or escalations efficiently.
• Collaborate with internal teams to ensure partner satisfaction.
• Manage bookings (pre- and post-booking), confirmations, cancellations, amendments.
• Flag and troubleshoot API or system issues affecting bookings or partner experience.
• Generate operational reports (booking status, issue logs, SLAs) and assist onboarding.
• Coordinate with Sales and Account Management to resolve partner concerns.

Skills

Customer Service

Problem-Solving

Communication

CRM

Education

Bachelor's degree / Postgraduate Diploma / Professional Degree

Tools

Zoho

Zendesk

Excel / Google Sheets

CRM systems

Job description

We are seeking a proactive and detail-oriented Executive, Operations & Customer Service / Duty Manager to join our team in KL. This role is responsible for managing day-to-day partner communications, handling bookings, resolving service-related issues, and supporting smooth operational delivery. The ideal candidate demonstrates strong communication skills, is well-organized, and has a customer-first mindset. Prior experience in the travel or tourism industry will be an advantage.

How You'll Make a Difference

Serve as the primary point of contact for B2B partners regarding bookings, product queries, and issue resolution

Provide timely, accurate, and professional responses via email, phone, and chat

Resolve partner complaints or escalations efficiently

Work closely with internal teams to ensure partner satisfaction

Manage and monitor bookings (pre- and post-booking), confirmations, cancellations, amendments

Collaborate with the tech team to flag and troubleshoot API or system issues impacting booking or partner experience

Generate operational reports (e.g., booking status, issue logs, SLAs) and assist with partner onboarding processes

Collaborate with the Product team to maintain and update product content, pricing, and availability in the backend systems when needed

Coordinate with Sales, Account Management to resolve partner concerns and improve service quality

Liaise with suppliers/operators to confirm availability, secure last-minute bookings, or resolve on-ground issues

About you

Bachelor's degree, Post Graduate Diploma, or Professional Degree in any field

Minimum 2 years' experience in customer service or operations, preferably in the travel/tourism industry

Proficiency in English with good written and verbal communication skills; knowledge of additional languages is an advantage

Good problem-solving and organizational skills, with the ability to multitask, stay calm under pressure, and meet deadlines

Tech-savvy with proficiency in Excel/Google Sheets, CRMs, and ticketing systems (e.g., Zoho, Zendesk)

Required skills: Customer Support, Problem-Solving, Communication Skills, Ticketing Systems, Customer Relationship Management (CRM)

Competitive salary package with Performance Bonus and 13th Month Bonus

Hybrid working arrangement

Training Provided