Customer Service Team Lead | Hospitality

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

Job summary

Hunters International Sdn Bhd is recruiting a Customer Service Representative to join a growing team in Cheras, Malaysia. You will manage customer inquiries, resolve issues, and ensure a positive, professional experience at every touchpoint.

This role demands calm, solution-oriented service in a fast-paced environment. Working from the office, you will support channels including phone, live chat, email and social media; hours are Monday to Friday 9:30am to 5:30pm with Saturday standby.

Qualifications

• 5+ years of front office/guest services experience in hotels or online hospitality.
• Excellent verbal and written communication.
• Fluent in English, Mandarin, and Bahasa Malaysia.
• Customer-oriented with strong listening and interpersonal skills.
• Calm, empathetic, and professional under pressure.
• Strong problem-solving and decision-making abilities.
• Able to multitask and manage time effectively in a fast-paced environment.
• Experience with CRM systems and hotel-related software is a plus.
• Proficiency in MS Office or Google Workspace.
• Minimum high school qualification; Diploma/Degree preferred.

Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify needs, and provide timely solutions.
• Handle customer complaints professionally and resolve issues efficiently.
• Develop knowledge of products and services to offer accurate information and recommendations.
• Maintain records in the CRM system.
• Escalate complex issues to internal teams and update customers.
• Gather customer feedback and share insights with management.
• Support and coordinate customer service operations to maintain standards.

Skills

Communication

Multitasking

People skills

Time management

Problem-solving

English

Mandarin

Bahasa Malaysia

Education

High school diploma

Diploma/Degree in Business/Communications

Tools

CRM software

Hotel 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 escalated 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.