Hospitality Assistant CS Manager — Grow into Leadership

WIT Venture Sdn Bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Complimentary lunch (Front Operation)

Medical, optical and dental benefits

Annual Bonus up to 5x

Annual salary increment

Complimentary parking

Pantries with microwave, fridge and a咖

Job summary

WIT Venture Sdn Bhd is seeking an Assistant Customer Service Manager (Hospitality) to oversee daily customer service operations for its properties across Malaysia. You will manage guest enquiries, complaints and service recovery across major OTA platforms while coordinating with operations, housekeeping and reservations to maintain high guest satisfaction.

The role requires hospitality experience, strong communication and leadership skills, and the ability to handle multiple guest cases with

Qualifications

• Good customer service and hospitality experience.
• Experience handling OTA platforms such as Booking.com, Agoda, Klook, Trip.com and Expedia.
• Comfortable communicating with guests through OTA messaging platforms.
• Strong communication and interpersonal skills.
• Able to manage multiple guest cases and priorities.

Responsibilities

• Support the Customer Service Manager in overseeing daily customer service operations.
• Handle guest enquiries, requests and complaints through Booking.com, Agoda, Klook, Trip.com, Expedia and other platforms.
• Monitor OTA messages and ensure timely and professional responses.
• Assist with escalated booking issues, guest complaints and service recovery cases.
• Coordinate with OTA support teams when platform assistance is required.
• Monitor online reviews, ratings and guest feedback across OTA platforms.
• Follow up on negative reviews and recurring guest concerns.
• Coordinate with Operations, Housekeeping, Maintenance, Reservations and other departments.
• Supervise and support Customer Service team members during daily operations.
• Coach team members on OTA communication and guest handling standards.
• Prepare customer service and OTA performance updates for Management.
• Assist in maintaining strong guest satisfaction and online reputation.

Skills

Customer service

Hospitality experience

OTA platforms experience

Communication skills

Leadership

Problem-solving

Organised and detail-oriented

Proactive ownership

Job description

WIT Venture Sdn Bhd is seeking an Assistant Customer Service Manager (Hospitality) to oversee daily customer service operations for its properties across Malaysia. You will manage guest enquiries, complaints and service recovery across major OTA platforms while coordinating with operations, housekeeping and reservations to maintain high guest satisfaction.

The role requires hospitality experience, strong communication and leadership skills, and the ability to handle multiple guest cases with