Multilingual Booking Support Specialist

EASYBOOK (M) SDN BHD; Selangor; On-site; MYR 36,000 - 48,000; Full time

Job summary

Easybook.com in Malaysia is seeking a Customer Service Representative to handle enquiries across live chat, email, phone and social media, ensuring smooth booking experiences. You will manage bookings, payments, cancellations, refunds and schedule changes, explain policies, and escalate critical issues while maintaining professional relations with customers and partners.

Multilingual skills in English and Bahasa Malaysia are a plus; experience in travel or transport industries is preferred;

Responsibilities

• Handle customer enquiries, complaints, and booking-related issues across live chat, social media, email and phone.
• Manage bookings, payments, cancellations, refunds, and schedule changes.
• Identify root causes and provide accurate resolutions; own cases and follow up until resolved.
• Explain company policies and transport operator rules clearly and accurately.
• Escalate critical matters per procedures; maintain case notes and supporting documents.
• Liaise with internal departments and external transport operators to investigate issues.
• Represent the company professionally and maintain good relationships with customers and partners.
• Contact operators to investigate trip cancellations, no-shows, and refunds.
• Work in a fast-paced, high-volume environment; rotate shifts including weekends and public holidays.

Job description

Easybook.com in Malaysia is seeking a Customer Service Representative to handle enquiries across live chat, email, phone and social media, ensuring smooth booking experiences. You will manage bookings, payments, cancellations, refunds and schedule changes, explain policies, and escalate critical issues while maintaining professional relations with customers and partners.

Multilingual skills in English and Bahasa Malaysia are a plus; experience in travel or transport industries is preferred;