Guest Experience Executive (Cruise & Hospitality)

Turn Capital 龍丞資本; Johor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A reputed customer service firm in Johor is seeking a Customer Service Executive to be the first point of contact for guests and partners. The role demands handling inquiries, bookings, and complaints efficiently while upholding high hospitality standards. Candidates should have a diploma in a relevant field and 2–4 years of experience in customer service. Proficiency in English is mandatory; knowledge of Mandarin or Malay is a plus. This is a full-time position.

Qualifications

• 2–4 years’ experience in customer service, preferably in hospitality, travel, or cruise operations.
• Proficiency in English; Mandarin or Malay is an advantage.
• Ability to manage high volumes of inquiries in a fast-paced environment.

Responsibilities

• Respond to guest inquiries through phone, email, social media, or chat platforms.
• Handle booking confirmations, schedule changes, cancellations, and general information requests.
• Coordinate with teams to resolve guest issues efficiently.
• Follow up with guests to ensure satisfaction after issue resolution.

Skills

Excellent verbal communication skills

Excellent written communication skills

Problem-solving abilities

Interpersonal skills

Multitasking

Education

Diploma or Bachelor’s degree in Hospitality, Communications, or related field

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

A reputed customer service firm in Johor is seeking a Customer Service Executive to be the first point of contact for guests and partners. The role demands handling inquiries, bookings, and complaints efficiently while upholding high hospitality standards. Candidates should have a diploma in a relevant field and 2–4 years of experience in customer service. Proficiency in English is mandatory; knowledge of Mandarin or Malay is a plus. This is a full-time position.