Lead Front Office & Guest Experience Manager

Hunters International Sdn Bhd; Kajang; On-site; MYR 56,000 - 89,000; Full time

Job summary

Hunters International Sdn Bhd is seeking a Customer Service Representative to join our client's growing team in Cheras, Malaysia. The role focuses on handling inquiries, resolving issues, and delivering a positive, professional experience across touchpoints.

The ideal candidate enjoys interacting with people, stays calm under pressure, and can provide solutions in a fast-paced environment. You will oversee inquiries via phone, live chat, email, and social media, maintain CRM records, and

Qualifications

• 5+ years of experience as Front Office Manager in hotels or online hospitality industry.
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia.
• Customer-oriented with good listening and interpersonal skills.
• Patient, empathetic and able to remain professional when handling challenging customer situations.
• Strong problem-solving and decision-making abilities.
• Able to multitask, priorities responsibilities, and manage time effectively in a fast-paced environment.
• Familiarity with CRM or hotel-related software is an added advantage.
• Proficiency in Microsoft Office or Google Workspace is a plus.

Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Understand customer concerns, identify their needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop strong knowledge of the company's products and services to provide appropriate information and recommendations to customers.
• Maintain accurate records of customer interactions, account information, and relevant documentation in the company's CRM system.
• Identify more complex or technical matters and escalation them to the appropriate internal teams while keeping customers updated on the progress.
• Gather customer feedback and communicate key insights to management to support improvements in products, services, and overall customer experience.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Skills

Verbal communication

Written communication

Multilingual

Customer focus

Problem solving

Time management

CRM familiarity

Tech savv y

Office software

Education

High school diploma

Diploma or degree in Business/Communications

Tools

CRM software

Hotel management software

Microsoft Office

Google Workspace

Job description

Hunters International Sdn Bhd is seeking a Customer Service Representative to join our client's growing team in Cheras, Malaysia. The role focuses on handling inquiries, resolving issues, and delivering a positive, professional experience across touchpoints.

The ideal candidate enjoys interacting with people, stays calm under pressure, and can provide solutions in a fast-paced environment. You will oversee inquiries via phone, live chat, email, and social media, maintain CRM records, and