Customer Service & Operations Executive & Duty Manager

GLOBALTIX PTE LTD; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading travel operations firm in Kuala Lumpur seeks a Customer Service & Operations Executive/Duty Manager. This role involves managing partner communications, resolving service issues, and ensuring smooth operational delivery. The ideal candidate has strong communication skills and at least 2 years of experience, preferably in the travel or tourism industry. Proficiency in English and Mandarin is essential. Benefits include performance bonuses, a hybrid working arrangement, and medical benefits.

Benefits

Performance Bonus

AWS

Hybrid working arrangement

Birthday Leave/Medical Benefits

Qualifications

• At least 2 years’ experience in customer service or operations.
• Strong written and verbal communication skills in English and Mandarin.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Serve as the primary point of contact for B2B partners.
• Provide timely, accurate responses via email, phone, and chat.
• Resolve partner complaints efficiently.
• Manage bookings, confirmations, and amendments.
• Collaborate with internal teams to ensure partner satisfaction.

Skills

Communication skills

Problem-solving

Multitasking

Organizational abilities

Customer-centric attitude

Tech-savvy

Education

Bachelor's Degree/Post Graduate Diploma/Professional Degree

Tools

Excel

Google Sheets

CRMs

Ticketing systems (e.g., Zoho, Zendesk)

Job description

Customer Service & Operations Executive/Duty Manager

We are seeking a proactive and detail-oriented Customer Service & Operations Executive / Duty Manager to join our team. You will be responsible for handling day-to-day partner communications, resolving service issues, managing bookings, and ensuring smooth operational delivery. The ideal candidate has strong communication skills, and a customer-first mindset. Experience in the travel or tourism industry is a plus.

Key Responsibilities

• 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.
• Collaborate with Finance teams as and when required on providing supporting information for finance reconciliation.
• 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.
• Support implementation of SOPs, training materials, and service-level improvements.

Requirements

• Candidate must possess at least a bachelor's degree/Post Graduate Diploma/Professional Degree in any field.
• At least 2 years’ experience in customer service or operations, preferably in the travel/tourism industry.
• Strong written and verbal communication skills in English and Mandarin are a must to effectively communicate with Mandarin‑speaking clients (additional languages a plus).
• Excellent problem‑solving, multitasking, and organizational abilities.
• A calm, customer‑centric attitude with the ability to work under pressure and meet deadlines.
• Tech‑savvy with proficiency in Excel/Google Sheets, CRMs, and ticketing systems (e.g., Zoho, Zendesk).

Benefits

• Performance Bonus
• AWS
• Hybrid working arrangement
• Birthday Leave/Medical Benefits

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 languages are you fluent in?
• Are you available for shift work?
• How many years’ experience do you have as a customer service specialist?
• How much notice are you required to give your current employer?