Travel Customer Escalations Specialist (24/7)

Talent Recruit; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Job summary

Talent Recruit in Kuala Lumpur is seeking a Customer Service Representative for the travel industry. You will handle high-level complaints, manage escalations, and perform root-cause analysis to resolve issues affecting flight operations.

Candidates must be fluent in English and Malay, with 1–2 years in airline operations or escalations, and be flexible to work 24/7 shifts, including weekends and public holidays.

Qualifications

• Proficient in English and Malay; SVAR English test will be required.
• 1–2 years experience in escalations and airline operations.
• Knowledge of flight operations, fare rules, and disruption management.
• Willingness to work 24/7 shifts including weekends and holidays.

Responsibilities

• Handle high-level complaints, airline-related issues, and escalations requiring urgent attention.
• Act as the final contact point for complex customer issues, including manager callbacks and High Value/escalated cases.
• Perform in-depth root cause analysis, investigate disputes, and determine responsible parties.
• Manage and prioritize cases daily, ensuring timely updates and resolutions.
• Provide strong negotiation and decision-making during high-pressure situations (flight disruptions, involuntary changes, fare disputes, no-shows, etc.).
• Maintain accurate documentation across all relevant systems.
• Collaborate closely with internal departments for support on case conclusions.
• Deliver feedback to improve processes, reduce repeated issues, and support continuous service improvement.
• Handle fast-paced workflows and maintain professionalism during challenging customer interactions.
• Support other tasks or projects assigned by the Team Leaders.

Skills

Customer service

English proficiency

Malay proficiency

Escalations handling

Problem solving

Tools

CRM software

Job description

Talent Recruit in Kuala Lumpur is seeking a Customer Service Representative for the travel industry. You will handle high-level complaints, manage escalations, and perform root-cause analysis to resolve issues affecting flight operations.

Candidates must be fluent in English and Malay, with 1–2 years in airline operations or escalations, and be flexible to work 24/7 shifts, including weekends and public holidays.