Travel CX Specialist — Support & Reservations

Klook; Malaysia; On-site; MYR 48,000 - 72,000; Full time

Job summary

Klook is hiring a Specialist, Customer Experience in Malaysia. You will respond to customer inquiries via phone, chat, and email, resolve complaints, and ensure service quality. The role requires a Diploma or higher, strong English, and a proactive customer-first mindset.

The position involves handling reservations, collaborating with partners, and continuously improving processes while maintaining professional communication and a positive attitude.

Qualifications

• Diploma or higher is required or preferred.
• Fresh graduates are encouraged to apply.
• Proficient in English (spoken and written).
• Experience in customer service is an added advantage.
• Ability to handle business emailing and professional communication.

Responsibilities

• Respond to customer inquiries via call, chat, and email promptly and courteously.
• Resolve complaints in line with company policies and service standards.
• Identify and escalate complex or sensitive issues to senior team members.
• Maintain a positive, empathetic, and professional attitude at all times.
• Document customer interactions and transactions accurately in internal systems.
• Process reservation changes and requests following company guidelines and terms of service.
• Collaborate with external vendors and partners for service coordination.
• Stay updated on product, policy, and process changes to provide accurate information.
• Share recurring feedback and insights with relevant teams for improvement.

Skills

Problem-solving

Communication skills

Emotional intelligence

Attention to detail

Adaptability

Education

Diploma or higher

Tools

CRM software

Job description

Klook is hiring a Specialist, Customer Experience in Malaysia. You will respond to customer inquiries via phone, chat, and email, resolve complaints, and ensure service quality. The role requires a Diploma or higher, strong English, and a proactive customer-first mindset.

The position involves handling reservations, collaborating with partners, and continuously improving processes while maintaining professional communication and a positive attitude.