Homestay Customer Service Lead | Shift Coverage & Coaching

Feel Home Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

EPF, SOSCO, PCB

All KL public holidays off

Medical claim rm600/year

Daily company lunch box

Job summary

Feel Home Malaysia Sdn Bhd is seeking an Assistant Manager to lead our Homestay Customer Service team, prepare duty rosters, and resolve day-to-day staff and operational issues. You will be the team’s first point of contact for guidance, difficult guest cases, and shift coverage.

You will directly handle guest enquiries and complaints during peak periods and escalations. The ideal candidate has a minimum SPM, with experience in customer service or hospitality and some supervisory exposure.

Qualifications

• Minimum SPM qualification. Diploma and degree holders are welcome to apply.
• Experience in customer service or hospitality is preferred.
• Experience supervising a team, preparing duty rosters or training junior staff is an advantage.
• Able to delegate clearly, give constructive feedback and handle team issues fairly and professionally.

Responsibilities

• Lead the Customer Service Team and develop workflows, checklists and training.
• Prepare and communicate duty rosters with adequate weekend/holiday coverage.
• Oversee guest service, handle escalations and coordinate with housekeeping/maintenance.

Skills

Communication

Team leadership

English proficiency

Mandarin

Bahasa Malaysia

Education

SPM

Diploma

Bachelor’s degree

Job description

Feel Home Malaysia Sdn Bhd is seeking an Assistant Manager to lead our Homestay Customer Service team, prepare duty rosters, and resolve day-to-day staff and operational issues. You will be the team’s first point of contact for guidance, difficult guest cases, and shift coverage.

You will directly handle guest enquiries and complaints during peak periods and escalations. The ideal candidate has a minimum SPM, with experience in customer service or hospitality and some supervisory exposure.