Customer Service & Operations Executive

LUXERA CAR RENTAL SDN BHD

Kuala Lumpur

Hybrid

MYR 36,000 - 60,000

Full time

14 days+

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Benefits offered by this job

EPF

SOCSO

Commission

Performance Incentives

Performance / Annual Bonus

Annual Company Trip / Travel Benefits

Exposure to the travel, tourism and >

Job summary

Luxera Car Rental Sdn Bhd in Kuala Lumpur seeks an Operations Executive to manage customer enquiries, bookings and service requests via WhatsApp, phone and other channels. You will coordinate driver assignments, confirm trip details and ensure smooth operations with timely pickups.

The role requires a strong luxury service mindset, excellent communication, and the ability to respond quickly to last-minute changes in a fast-moving transport environment.

Qualifications

Must genuinely enjoy travelling and know how to travel well.
Familiar with Kuala Lumpur and Klang Valley roads, major highways, airports, hotels, tourist areas and pick-up/drop-off locations.
Good general knowledge of major cities, states and popular travel destinations throughout Malaysia.
Able to recommend places to visit, restaurants, attractions, hotels and travel itineraries based on customer needs and budgets.
Strong luxury service mindset for VIP, corporate, family and premium travellers.
Able to work independently and handle last-minute changes in a fast-moving transport operation.

Responsibilities

Handle customer enquiries, bookings and service requests through WhatsApp, phone and other communication channels.
Respond to incoming booking opportunities promptly and confirm all details.
Coordinate and assign bookings to drivers based on availability, location and timing.
Communicate pick-up details with drivers and manage schedules and special arrangements.
Monitor bookings and trips for punctual pick-ups and service delivery.
Handle amendments, delays, cancellations and last-minute changes professionally.
Provide travel suggestions including destinations, hotels and transport options.
Prepare quotations with accurate service information, areas, pricing and procedures.
Follow up with drivers to confirm acceptance and trip progress.
Maintain accurate customer and booking records in the system.
Identify opportunities to upsell additional services.

Skills

Luxury service mindset

Travel planning

Customer service

Communication skills

Problem solving

Independent worker

Tools

Booking systems

Navigation apps

Job description

Essential Functions / Core Responsibilities

Handle customer enquiries, bookings and service requests through WhatsApp, phone and other communication channels.

Respond to incoming booking opportunities promptly, collect complete trip details and ensure all arrangements are properly confirmed.

Coordinate and assign bookings to suitable drivers based on vehicle availability, location, timing, route and customer requirements.

Communicate clearly with drivers on pick-up details, schedules, passenger requirements and any special arrangements.

Monitor confirmed bookings and ongoing trips to ensure smooth operations, punctual pick-ups and good service delivery.

Handle booking amendments, delays, cancellations, last-minute changes and other operational matters professionally.

Understand customers' travel needs and recommend suitable vehicles, transport arrangements, destinations, itineraries and travel plans.

Provide useful travel suggestions to customers, including places to visit, local attractions, restaurants, hotels, transportation options and other travel-related arrangements.

Assist customers with useful travel information and basic guidance on matters such as hotels, transportation, dining, attractions, travel itineraries and travel document requirements where applicable.

Prepare quotations and provide accurate information on company services, vehicle categories, service areas, pricing and booking procedures.

Follow up with drivers when necessary to confirm booking acceptance, arrival status, trip progress and job completion.

Maintain accurate customer information, booking records, driver assignments and operational updates in the company's system.

Handle customers, drivers and business partners in a professional, helpful and service-oriented manner.

Identify opportunities to recommend additional or alternative services that may improve the customer's travel experience.

Resolve day-to-day operational issues independently where possible and escape more complex matters to management when required.

Support the Operations Team in ensuring every booking is handled smoothly from initial enquiry until trip completion.

Requirements

Must genuinely enjoy travelling and know how to travel well. The ideal candidate should be someone who enjoys exploring new places, planning trips independently, discovering good food, hotels, attractions and local experiences.

Familiar with Kuala Lumpur and Klang Valley roads, major highways, airports, hotels, tourist areas and commonly used pick-up and drop-off locations.

Good general knowledge of major cities, states and popular travel destinations throughout Malaysia.

Able to recommend suitable places to visit, restaurants, attractions, hotels and travel itineraries based on different customer needs, budgets and preferences.

Able to advise customers on how to plan their trips efficiently and recommend suitable arrangements to create a comfortable and enjoyable travel experience.

Must have a strong luxury service mindset and understand the service expectations of VIP, corporate, family and premium travellers.

Service-minded, resourceful and able to think from the customer's point of view.

Good communication and interpersonal skills when dealing with customers, drivers and business partners.

Able to work independently, make quick decisions and handle last-minute changes in a fast-moving transport operation.

Responsible, organised and detail-oriented, especially when handling schedules, booking information and customer arrangements.

Comfortable using WhatsApp, navigation apps, booking systems and other daily communication tools.

Previous experience in customer service, travel, tourism, hospitality, transportation, limousine, chauffeur services or related industries will be an advantage.

Employee Benefits