Senior Executive, Customer Service

ERMS Berhad; Subang Jaya; On-site; MYR 33,000 - 54,000; Full time

Job summary

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land) seeks a Customer Service Executive to elevate guest experiences at our integrated Hospitality, Health and Wellness destination in Malaysia. You will handle escalated inquiries, manage VIP arrangements, and support shift leaders in delivering exceptional service.

The role requires a Bachelor’s in Hospitality or related field, 3+ years in guest-facing roles, and proficiency with PMS/CRM tools.

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration or related field.
• At least 3 years in a guest-facing role within hospitality.
• Experience with PMS, CRM and MS Office is an added advantage.
• Must be able to work weekends, holidays and varied shifts.
• Strong leadership, communication, negotiation and conflict-resolution skills.

Responsibilities

• Serve as a primary contact for escalated guest inquiries and complex requests.
• Proactively manage VIP guest experiences from pre-arrival to post-departure.
• Act as shift lead, guiding Guest Experience Agents during peak times.
• Assist in training new team members on procedures, systems and standards.
• Identify recurring guest issues and report with proposed solutions.
• Oversee daily processes like billing audits, rooming lists, and arrival/departure coordination.
• Conduct post-stay follow-ups with select guests for detailed feedback.

Skills

Guest services

Leadership potential

Communication

Problem solving

Empathy

Education

Bachelor’s degree in Hospitality Management

Bachelor’s degree in Business Administration

Tools

PMS

CRM software

Microsoft Office

Job description

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land), is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored Traditional &ComplementaryMedicine aspiring to enrich people’s lives in every way. REN aims to provide a luxurious nurturing haven for all, from Business Travelers to Holiday Makers, Athletes and Families.

Key Responsibilities

Serve as a primary contact for escalated guest inquiries and complex requests, providing expert-level solutions.

Proactively manage the experiences of VIP guests, from pre-arrival planning to post-departure follow-up.

Act as a shift lead, providing guidance and support to Guest Experience Agents during peak times or complex situations.

Assist in the training of new team members on procedures, systems, and service standards.

Identify and report recurring guest issues or operational inefficiencies to management with proposed solutions.

Oversee key daily processes such as billing audits, rooming lists, and arrival/departure coordination.

Conduct post-stay follow-ups with select guests to gather detailed feedback.

Requirements

Bachelor’s degree in Hospitality Management, Business Administration or a related field.

At least 3 years of working experiencein a guest-facing role within the hospitality industry.

Prior experience in using Property Management Systems (PMS), CRM software, and
Microsoft Office Suite will be an added advantage.

MUST be to able to work weekends, holidays, and various shifts as needed.

Demonstrated ability to handle difficult situations with grace, empathy, and effectiveness.

Strong leadership potential and a desire to mentor others.

Proficient in communication, negotiation, and conflict-resolution abilities.

Assistant Manager position is also available depending on experiences.

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land), is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored Traditional &ComplementaryMedicine aspiring to enrich people’s lives in every way. REN aims to provide a luxurious nurturing haven for all, from Business Travelers to Holiday Makers, Athletes and Families.

The REN, we exemplify the virtues of integrity, compassion and a solid moral compass with a passion for a cause, service from the hearts with a constructive responsibility to prioritize the greater good over self-interest.

REN Wellness Retreat (by ERMS Berhad - a subsidiary of IJM Land), is a one-of-a-kind integrated Hospitality, Health and Wellness destination anchored Traditional & Complementary Medicine aspiring to enrich people’s lives in every way. REN aims to provide a luxurious nurturing haven for all, from Business Travelers to Holiday Makers, Athletes and Families.

The REN, we exemplify the virtues of integrity, compassion and a solid moral compass with a passion for a cause, service from the hearts with a constructive responsibility to prioritize the greater good over self-interest.

What can I earn as a Customer Service Executive