Service Manager (Malaysia and Singapore)

RateHawk; Malaysia; Remote; MYR 112,000 - 201,000; Full time

Benefits offered by this job

Remote work from home

Monthly bonus

Dynamic team

Job summary

RateHawk is seeking a Service Manager to support top B2B partners in Malaysia and Singapore from a remote setting. You’ll manage escalations, monitor cases in our CRM, and keep clients informed with proactive updates.

Use Tableau and SQL to track service metrics and prepare reports while collaborating with ops, support, and tech teams to enhance service delivery. Fluent English and Malay are required, with travel-industry experience a plus.

Qualifications

• Advanced level of English and Malay; fluency in speaking and writing.
• Experience with CRM systems and dashboards.
• Ability to grasp new information quickly and focus on results.
• Ability to juggle multiple tasks and handle stress.
• Empathy and client-centric mindset are essential.
• Travel industry experience (B2B, TMCs, DMCs or tour operators) is a plus.

Responsibilities

• Be the go-to person for a select group of top partners, handling escalations and resolving issues.
• Monitor ongoing cases in the CRM and ensure timely progress.
• Send regular updates to clients and confirm satisfaction.
• Use Tableau and SQL to monitor service metrics and prepare reports.
• Join client meetings and advocate for client needs internally.
• Collaborate with ops, support, and tech teams to improve service.

Skills

Advanced English

Malay fluency

CRM proficiency

Dashboards

Fast learner

Multitasking

Empathy

Travel industry exp.

Tools

CRM systems

Tableau

SQL

Job description

Join Our Team as a Service Manager at RateHawk!

Are you passionate about travel and tech? Do you speak English and Malay fluently? We’re looking for a Service Manager to take care of our top B2B partners in Malaysia and Singapore. If you love helping people, keeping things running smoothly, and turning clients into long-term fans — we’d love to have you join our fast-growing international travel-tech company! At RateHawk, we pride ourselves on having a fantastic team, a vibrant culture, and plenty of opportunities for growth.

What You'll Do:

• Support Our Top Clients: Be the go-to person for a select group of key partners. Handle escalations and help solve their trickiest issues.
• Keep an Eye on Things: Monitor ongoing cases in our CRM and make sure nothing gets stuck. Step in early if something needs attention.
• Stay in Touch: Send regular updates to clients and check in to make sure they’re happy with how things are going.
• Track Performance: Use tools like Tableau and SQL to monitor service metrics and prepare reports.
• Be Their Voice: Join client meetings, listen to their needs, and make sure their voice is heard internally.
• Work as a Team: Collaborate with ops, support, and tech teams to make service even better.
  

What We're Looking For:

• Language Skills: Advanced level of English and Malay – you’ll need to speak and write fluently.
• Ability to work with tools: Comfortable with data and tools like CRM systems and dashboards.
• Quick Learner: Ability to grasp new information quickly and focus on results.
• Multi-Tasker: Capable of juggling multiple tasks and handling stress with ease.
• Empathetic: A strong sense of empathy is essential.
• Travel Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is an advantage! Experience in account or service management (B2B is a plus!)

What We Offer:

• Remote Work: Work from the comfort of your home!
• Salary: base payment + monthly bonus.
• Dynamic Team: Be part of a young and energetic group of specialists.
• Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills.
• Learning & Development: We support your growth through seminars, trainings, and conferences.
• Perks: Take advantage of corporate discounts on hotels and other services.

The Process:

• Meeting with HR: A friendly chat with our HR team.
• One minute Internet Speed Test: Just to make sure you’re all set for remote work.
• Meeting with Hiring Manager: Another friendly chat.
• Interview results and offer!
  

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If this sounds like the perfect fit for you, we’d love to hear from you!