Customer Service Team Lead

Hunters International Sdn Bhd; Kajang; On-site; MYR 56,000 - 89,000; Full time

Job summary

Hunters International Sdn Bhd is seeking a Customer Service Representative to manage customer enquiries, resolve issues, and ensure a positive experience at every touchpoint. This role suits someone who enjoys interacting with people and remains calm in a fast-paced environment.

Location is Cheras, Malaysia, working from office, Mon-Fri 9:30am-5:30pm with standby on Sat. Remuneration RM 5,000 to RM 8,000.

Qualifications

• Min 5 years of experience as Front Office Manager in hotels or online hospitality industry.
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia.

Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop knowledge of products and services to provide appropriate information and recommendations.
• Maintain accurate records of customer interactions and relevant documentation in CRM.
• Identify complex matters and escalate to appropriate internal teams while updating customers.
• Gather customer feedback and share insights with management to improve products and services.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Skills

Verbal communication

Written communication

English proficiency

Mandarin proficiency

Bahasa Malaysia proficiency

Customer focus

Problem solving

Education

High school diploma

Diploma/Degree in Business or Communications

Tools

CRM software

MS Office / Google Workspace

Job description

About the Role

We are looking for a customer-focused and approachable Customer Service Representative to join our client growing team. You will play an important role in managing customer enquiries, resolving issues, and ensuring customers receive a positive and professional experience at every touchpoint.
This role is suitable for someone who enjoys interacting with people, is confident in handling different customer situations, and can stay calm and solution-oriented in a fast-paced environment.

Location: Cheras, Malaysia
Work Mode: Work from Office
Working Hours: Mon - Fri (9.30am to 5.30pm); Standby on Sat
Remuneration: RM 5,000 to RM 8,000

Key Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify their needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop strong knowledge of the company's products and services to provide appropriate information and recommendations to customers.
• Maintain accurate records of customer interactions, account information, and relevant documentation in the company's CRM system.
• Identify more complex or technical matters and identify them to the appropriate internal teams while keeping customers updated on the progress.
• Gather customer feedback and communicate key insights to management to support improvements in products, services, and overall customer experience.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Requirement

• Min 5 years of experience as Front Office Manager in hotels or online hospitality industry.
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia is required.
• Customer-oriented with good listening and interpersonal skills.
• Patient, empathetic, and able to remain professional when handling challenging customer situations.
• Strong problem-solving and decision-making abilities.
• Able to multitask, priorities responsibilities, and manage time effectively in a fast-paced environment.
• Comfortable working with technology and customer management systems.
• Familiarity with CRM or hotel-related software is an added advantage.
• Proficiency in Microsoft Office or Google Workspace is a plus.
• Minimum high school qualification; candidates with a Diploma/Degree in Business, Communications, or a related field will have an added advantage.