Customer Support Executive

ICE Holidays Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading travel wholesaler is seeking a dedicated Customer Support Executive in Kuala Lumpur. This role involves coordinating bookings for travel arrangements while ensuring quality service standards. Candidates should have a Diploma/Degree in a related field and 1–2 years of travel operations experience. Strong communication and problem-solving skills are essential. Benefits include annual leave, medical insurance, and a working environment focused on digital transformation.

Benefits

Annual Leave

Medical and Hospitalisation Leave

Annual Bonus

Medical Insurance

Training Provided

Allowance Provided

Company Trip

5 Working Days

Qualifications

• Minimum 1–2 years of experience in corporate travel operations.
• Experience in B2B travel or travel wholesaler environment is an added advantage.
• Fresh graduates are welcome to apply.

Responsibilities

• Coordinate and process bookings for air tickets, hotel accommodations, transportation, and itineraries.
• Ensure all travel arrangements are accurate and aligned with service standards.
• Assist in day-to-day operational tasks including itinerary preparation and booking management.

Skills

Strong communication

Customer service

Problem-solving

Organization

Detail-oriented

Multitasking

Education

Diploma/Degree in Tourism, Hospitality, Business Administration, or related field

Tools

GDS systems (Amadeus/Sabre/Galileo)

Microsoft Office

Travel booking platforms

Job description

Position: Customer Support Executive

Reporting to: Head of MICE

Company Description: Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, specializing in providing customized travel packages to partners across the ASEAN region. As we expand our services into the cruise segment, we are seeking a dedicated Customer Support Executive to join our team. This position plays a key role in driving digital transformation and operational efficiency across our B2B travel services and will work closely with cross‑functional teams including business stakeholders, developers, and designers to ensure that projects are delivered on time, within scope, and aligned with business objectives.

This is a full-time onsite position in ICE HOLIDAYS Sdn Bhd’s office in Malaysia.

Job Requirements

• Diploma/Degree in Tourism, Hospitality, Business Administration, or related field.
• Minimum 1–2 years of experience in corporate travel operations; experience in B2B travel or travel wholesaler environment is an added advantage.
• Basic to intermediate knowledge of GDS systems (Amadeus/Sabre/Galileo), fare rules, and booking procedures.
• Good understanding of supplier coordination (airlines, hotels, DMCs, transport providers).
• Proficient in Microsoft Office and travel booking platforms.
• Strong communication, customer service, and problem‑solving skills.
• Highly organized, detail‑oriented, and able to multitask in a fast‑paced environment.
• Adaptable, proactive, and a good team player.
• Willing to work extended hours when required due to operational needs.
• Fresh graduates are welcome to apply as well.

Job Responsibilities

• Coordinate and process bookings for air tickets, hotel accommodations, transportation, travel insurance, and itineraries in accordance with client travel policies.
• Ensure all travel arrangements are accurate, timely, and aligned with service standards.
• Assist in day‑to‑day operational tasks including itinerary preparation, travel documentation, and booking management.
• Handle last‑minute changes, cancellations, or travel disruptions efficiently.
• Act as a point of contact for assigned corporate accounts.
• Prepare travel quotations, proposals, and provide timely updates to clients.
• Attend to inquiries and resolve service‑related issues to maintain client satisfaction.
• Liaise with airlines, hotels, DMCs, transport providers, and other vendors to secure bookings and competitive rates.
• Review itineraries, travel documents, invoices, and bookings for accuracy.
• Ensure proper documentation and compliance with company policies and procedures.
• Assist in preparing sales/operations reports and tracking key performance indicators (KPIs).
• Maintain organized records for bookings, quotations, and client communications.
• Work closely with MICE, Personalized Travel, and other internal teams to support corporate group movements or special arrangements.
• Contribute feedback to enhance processes, SOPs, and system efficiency; support the team in implementing new tools or improvements.
• Assist in tender preparations, client proposals, and other initiatives related to new business opportunities.
• Support departmental goals and operational priorities as assigned.

Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Company Trip
• 5 Working Days

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