Malaysia | Customer Service & Quality Control Officer

Exotravel; Malaysia; On-site; MYR 30,000 - 40,000; Full time

Benefits offered by this job

Paid maternity leave

Healthcare

Upskill opportunities

Job summary

Exotravel in Malaysia is seeking a dedicated Customer Care and Quality Control Officer to ensure outstanding support for guests and manage operations effectively. This role involves resolving customer service issues and leading quality control initiatives to maintain EXO's service standards.

The ideal candidate must have strong communication skills, a minimum of 2 years in customer service or hospitality, and be well-versed in operations management. Benefits include paid maternity leave, healthcare, and opportunities to enhance skills.

Qualifications

• Minimum of 2 years of experience in customer service, travel or hospitality industries.
• Excellent command of written and spoken English; Spanish or French is a plus.
• Ability to maintain composure during high-pressure situations.

Responsibilities

• Lead customer service issue resolution and guest support.
• Audit customer feedback and assess internal issues for improvement.
• Coordinate with suppliers to ensure high service standards.

Skills

Strong communication

Team management

Coaching skills

Crisis management

Familiarity with customer service platforms

Knowledge of travel destinations in Malaysia

Job description

As the Customer Care and Quality Control Officer, you will lead daily efforts to ensure exceptional support for EXO Travel guests during their journeys and be the front-facing support for on‑ground guests and agent partners for any operations issues.

Applicants must have legal right to work in Malaysia.

Responsibilities

• Customer Service Issue Resolution & Guest Support
  • Handle escalated guest issues and customer check‑in phone calls, including in‑country and post‑trip complaints, providing practical and timely solutions to ensure satisfaction.
  • Lead the coordination with local travel suppliers to address complex or high‑priority disruptions promptly.
  • Use Tourplan to recheck arrivals, pickups, customer details.
  • Act as a key leader on the Customer Care team by assisting with strategic planning, reporting, and operational oversight.
  • Assist review processes and reports to support daily team work to ensure accuracy and prevent errors with inbound, operations, database and product teams.
  • Provide insights and recommendations to improve processes, enhance service quality, and achieve departmental objectives.
  • Serve as the acting lead during the Customer Care Manager (GM) absence, ensuring continuity in operations and decision‑making as policies and best practices.
  • Lead serious emergency response in cooperation with Operations Managers, cover public holidays or annual leave within the team as required.
  • Increase feedbacks completed by sharing feedback forms with clients, advising guides to collect feedback and working with operations to share processes.
• Quality Control
  • Review team interactions to ensure consistency with EXO’s service standards.
  • Audit customer feedback, assess internal issues and follow‑up processes, identifying opportunities for improvement.
  • Review key suppliers with product and operations teams to ensure highest standards of safety, service and compliance.
  • Collaborate with internal teams (Operations, Product, Guides) to resolve issues and improve the guest experience.
  • Liaise with external teams, including suppliers and international agents.
  • Stay updated on local regulations, cultural norms and industry trends to anticipate and mitigate potential disruptions.
  • Assist with feedback analysis to guide training, enhance guest satisfaction and support continuous improvement.

Qualifications

• Strong communication, coaching and team management skills.
• Excellent command of written and spoken English. Knowledge of Spanish or French is a plus.
• Minimum of 2 years of experience in a role in customer service, travel or hospitality industries.
• Proven track record in training and mentoring teams to achieve higher performance.
• Ability to handle escalations effectively and support both team and management needs.
• Ability to maintain composure and provide support to the team during high‑pressure situations.
• Familiarity with customer service platforms is advantageous.
• Knowledge of top travel destinations throughout both East and West Malaysia.

Benefits

To accomplish our mission of creating lasting positive impacts through travel, we start with our people. In addition to providing equitable compensation, we offer great benefits such as paid maternity leave, healthcare and opportunities to upskill.