Multichannel Travel Support Specialist

ANCILLEO SDN. BHD.; Ipoh; On-site; MYR 28,000 - 39,000; Full time

Job summary

ANCILLEO SDN. BHD. is seeking Call Centre Agents to support our travel operations in Bercham, Ipoh. You will handle inquiries via phone, WhatsApp, and email, assisting travelers with bookings, schedules, cancellations, and policies.

Ideal candidates have strong English and Bahasa Malaysia, good communication, and comfort with CRM/ticketing tools. Fresh graduates are welcome; weekend and public holiday shifts are required.

Qualifications

• SPM / STPM / Diploma / Degree in any discipline (Hospitality, Tourism, or Mass Communications is an advantage).
• Prior experience in customer service, call centre, or hospitality/travel support is preferred, but fresh graduates with strong communication skills are welcome to apply.
• Good command of spoken and written English and Bahasa Malaysia (additional language proficiency is a plus for handling regional travelers).
• Comfortable using ticketing systems, email platforms, messaging tools (WhatsApp Web/Business), and standard computer applications.

Responsibilities

• Manage incoming inquiries across inbound phone calls, WhatsApp messages, and emails in a timely and professional manner.
• Address questions regarding bookings, schedules, cancellations, baggage, and general travel policies.
• Accurately identify complex or high-priority issues and escalate to tier-2 support, operations, or stakeholder teams following SOPs.
• Record accurate summaries, customer details, and action steps in the ticketing/CRM system for each interaction.

Skills

Customer service

Communication skills

English proficiency

Bahasa Malaysia proficiency

Ticketing systems

Education

Diploma or Degree in any discipline

Hospitality, Tourism or Mass Communications advantage

Tools

Ticketing systems

CRM system

Email platforms

WhatsApp/ messaging tools

Job description

ANCILLEO SDN. BHD. is seeking Call Centre Agents to support our travel operations in Bercham, Ipoh. You will handle inquiries via phone, WhatsApp, and email, assisting travelers with bookings, schedules, cancellations, and policies.

Ideal candidates have strong English and Bahasa Malaysia, good communication, and comfort with CRM/ticketing tools. Fresh graduates are welcome; weekend and public holiday shifts are required.