Team Leader, Customer Support

Hunters International; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

Jora Malaysia is seeking a capable guest support team lead to oversee the frontline at our hospitality client. You will manage the support team across phone, live chat, email and social media, ensuring fast, courteous responses to guest inquiries.

Ideal candidates are fresh graduates with leadership traits, fluent in English, Mandarin and Bahasa Melayu, and proficient with Google Workspace and MS Office; familiarity with hotel or CRM software is a plus.

Qualifications

• Fresh graduates with leadership traits welcomed.
• Hospitality or customer service experience is a plus.
• Fluent in English, Mandarin and Bahasa Melayu.

Responsibilities

• Oversee the support team handling guest inquiries via phone, live chat, email and social media.
• Diagnose, troubleshoot, and resolve guest complaints or booking issues.
• Handle complex guest cases while maintaining records in CRM and property software.
• Gathe guest insights and collaborate with management to improve services.

Skills

Leadership

Emotional intelligence

Multitasking

Patience

Team management

Tools

Google Workspace

MS Office

CRM software

Hotel software

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Experience

Fresh graduates with strong leadership traits are welcome; hospitality or customer service experience is a plus.

Languages

Excellent verbal and written communication in English, Mandarin, and Bahasa Melayu is required.

Tech Savvy

Comfortable with Google Workspace/MS Office; familiarity with hotel or CRM software is a bonus.

Soft Skills

High emotional intelligence, patience, and excellent multi-tasking skills under pressure.

Job Requirements

• Experience: Fresh graduates with strong leadership traits are welcome; hospitality or customer service experience is a plus.
• Languages:Excellent verbal and written communication in English, Mandarin, and Bahasa Melayu is required.
• Tech Savvy: Comfortable with Google Workspace/MS Office; familiarity with hotel or CRM software is a bonus.
• Soft Skills: High emotional intelligence, patience, and excellent multi-tasking skills under pressure.

Job Description

• Team Management: Oversee the support team handling guest inquiries via phone, live chat, email, and social media.
• Problem Resolution: Efficiently diagnose, troubleshoot, and resolve guest complaints or booking issues.
• Escalation & Software: Handle complex guest cases while maintaining accurate records in CRM and property software.
• Feedback Loop: Gather guest insights and collaborate with management to improve the hospitality services.

Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• Training Provided
• EPF
• SOCSO
• EIS
• Performance Bonus