Global Community Operations Specialist

Pelago by Singapore Airlines; Kuala Lumpur; On-site; MYR 54,000 - 67,000; Full time

Job summary

Pelago by Singapore Airlines, based in Kuala Lumpur, is seeking a positive and energetic Community Operations Agent to deliver outstanding customer and provider experiences from our Malaysia office. You will be the main contact for inquiries and help build trust with users globally.

The role involves troubleshooting via email and chat, coordinating bookings, providing feedback to internal teams, and supporting daily operations.

Qualifications

• At least 1–2 years of experience in customer service/service industry/contact centre/ops/e-commerce.
• Excellent English, proficiency level B2 or C1 (preferable).
• Excellent comprehension and communication skills.
• Exemplary customer service skills with a passion for delivering great customer experience.
• Great empathy for users and ability to anticipate needs.
• Team player with responsibility and ability to work independently.
• Able to work rotational shifts, especially weekends and public holidays. 5 day work week.
• Commitment for 3 months from October 2026 - December 2026.

Responsibilities

• Provide outstanding service by troubleshooting and resolving customer and provider inquiries via email, messenger, and other online channels.
• Ensure a high level of customer satisfaction by responding promptly, helpfully and warmly.
• Coordinate between customers and experience providers on booking matters.
• Efficiently process and fulfill bookings and resolve issues for seamless service delivery.
• Provide voice of customer feedback to internal teams (Engineering, Marketing, etc.) and work to resolve issues.
• Undertake other ad hoc operational tasks and projects to support the Community Operations team.

Skills

Customer service skills

English proficiency

Empathy

Team player

Time management

Education

Diploma or Bachelor's Degree in Business Administration

Tools

Intercom

Job description

Pelago by Singapore Airlines, based in Kuala Lumpur, is seeking a positive and energetic Community Operations Agent to deliver outstanding customer and provider experiences from our Malaysia office. You will be the main contact for inquiries and help build trust with users globally.

The role involves troubleshooting via email and chat, coordinating bookings, providing feedback to internal teams, and supporting daily operations.