Customer Service (Travel industry)

ACCOMY MY SDN. BHD.; Selangor; On-site; MYR 33,000 - 67,000; Full time

Job summary

ACCOMY MY SDN. BHD. in Malaysia is seeking a Travel Consultant to provide exceptional customer support in the travel industry.

This full-time, on-site role is based at The Ascent Paradigm Mall, Petaling Jaya, and involves coordinating with hotels, airlines and suppliers to resolve bookings. You will respond to inquiries by phone, email, or system platforms, handle tickets using GDS, issue and refund air tickets, and ensure compliance with client policies.

Qualifications

• Diploma or Degree in Tourism, Hospitality, or related field.
• Experience in travel, hospitality, customer service, or customer experience preferred.
• 1–2 years in a similar role; corporate travel agency experience is a plus.
• Strong communication, interpersonal, and problem-solving skills.
• Excellent customer service mindset; handle complaints professionally.
• Ability to work in fast-paced, deadline-driven environment.
• Knowledge of GDS systems is an added advantage.
• Willing to work in 24/7 rotation including weekends and public holidays.
• Fluency in English and Mandarin; additional languages a plus.

Responsibilities

• Provide exceptional customer support and phone etiquette while handling complaints.
• Liaise with hotels, airlines and suppliers to resolve booking issues.
• Ensure bookings comply with client travel policies and company procedures.
• Respond to inquiries via call, email or system platforms in a timely manner.
• Handle flight, hotel, car rental bookings using GDS and online tools.
• Issue, reissue, and refund air tickets promptly.
• Manage itinerary changes, cancellations and after-sales support.
• Support reporting requirements and administrative tasks as needed.

Skills

Customer service

Communication

Problem solving

Multilingual

Education

Diploma/Degree in Tourism/Hospitality

Tools

GDS systems

Online booking tools

Job description

This is a full-time on-site role for a Customer service (travel industry) located in Malaysia office. The Travel Consultant will be responsible for providing exceptional customer support, ensuring customer satisfaction, and maintaining phone etiquette. They will also play a crucial role in delivering excellent customer service and enhancing the overall customer experience.

Office Location: The Ascent Paradigm Mall, Petaling Jaya

Role Description

· Travel Consultant, Customer Support, Customer Service, and Customer Experience skills

· Provide excellent customer service and phone etiquette while handling customer complaints and resolving issues effectively.

· Frequently liaise with hotel, airlines and suppliers to resolve booking issues, to do double confirmation

· Ensure all bookings and services comply with client travel policies and company procedures.

· Respond to client inquiries via call, emailor system platforms in a professional and timely manner.

· Handle flight, hotel, car rental, and travel-related bookings using GDS and online booking tools.

· Issue, reissue, and refund air tickets accurately and promptly.

· Handle itinerary changes, cancellationsand after-sales support

· Support reporting requirements and administrative tasks as needed.

Requirements

· Diploma or Degree in Tourism, Hospitality, or related field.

· Experience in travel, hospitality, customer service, customer support, or customer experience is preferred.

· 1–2 years of experience as a similar role, experience in corporate travel agency or TMC environment is a plus.

· Strong communication, interpersonal, and problem-solving skills.

· Excellent customer service mindset with the ability to handle complaints professionally.

· Ability to work in a fast-paced and deadline-driven environment.

· Added advantage if has knowledge of GDS systems (e.g. Amadeus, Sabre, Galileo).

· Willing to work in 24/7 rotation & shift basis (including weekends & Public Holidays)

· Strong proficiency in English and Mandarin is required to effectively collaborate with our global teams and international clients.

· Additional fluency in other languages in a plus