Customer Service & Operations Senior Executive/Executive

GlobalTix; Malaysia; Hybrid; MYR 67,000 - 100,000; Full time

Job summary

GlobalTix is seeking a proactive Customer Service & Operations Senior Executive to support our B2B partners in Malaysia. You will handle day-to-day partner communications, manage bookings, resolve issues, and ensure smooth operational delivery.

The role requires strong communication, a customer-first mindset, and at least 2 years of experience in travel or related fields. Mandarin-speaking abilities are a plus, with Excel/CRM proficiency a must for success.

Qualifications

• Bachelor’s degree or higher in any field.
• 2+ years in customer service or operations, preferably in travel.
• Strong English; Mandarin helpful.
• Proficient in Excel/CRM and ticketing systems.

Responsibilities

• Handle day-to-day partner communications and resolve service issues.
• Manage bookings, monitor status, and coordinate with internal teams.
• Generate operational reports and assist partner onboarding and SOP improvements.

Skills

Customer service

Problem-solving

Communication skills

Ticketing systems

CRM

Education

Bachelor's degree or higher

Tools

Zoho

Zendesk

Excel

Google Sheets

Job description

Customer Service & Operations Senior Executive/Executive

• Malaysia
• Full-time

We are seeking a proactive and detail-orientedCustomer Service & Operations Senior Executive / Executiveto 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:

Customer Service

• 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

Operations

• 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.

Cross-functional Coordination

• 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 bachelor’s degree/Post Graduate Diploma/Professional Degree in any field.
• Required skills: Customer Support, Problem-Solving, Communication Skills, Ticketing Systems, Customer Relationship Management (CRM)
• At least 2 years’ experience in customer service or operations, preferably in the travel/tourism industry.
• Strong written and verbal communication skills in English 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).