Customer Service Executive

Position: Customer Service Executive
Salary Range: RM2,800.00 – RM4,000.00 (Depending On Experience)
Reporting to: Head of Department

Company Description:
Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, specializing in providing customized travel packages to partners across the ASEAN region.

As we expand our services into the cruise segment, we are seeking a dedicated Customer Service Executive to join our team. This position plays a key role in driving digital transformation and operational efficiency across our B2B travel services and will work closely with cross-functional teams including business stakeholders, developers, and designers and to ensure that projects are delivered on time, within scope, and aligned with business objectives.

This is a full-time onsite position in ICE HOLIDAYS Sdn Bhd’s office in Malaysia.

Job Responsibilities

• Assist customers with travel-related inquiries including corporate travel arrangements, tour packages, bookings, itineraries, fares, destinations, visas, and travel policies

• Handle day-to-day travel operations such as flight, hotel, tour, and transportation bookings, including preparation of travel documentation whenever necessary

• Provide clear and accurate information on travel requirements including passports, visas, insurance, and relevant health or entry regulations

• Liaise with internal teams and external suppliers to ensure smooth coordination and timely delivery of travel services

• Manage customer feedback and resolve issues related to flights, accommodations, tours, transportation, or travel disruptions in a professional and customer-focused manner

• Support the Corporate Travel team in ensuring service standards and customer satisfaction are consistently met

• Maintain proper records of customer interactions, bookings, and transactions for operational and reporting purposes.

Job Requirements

• Diploma or Degree in Tourism, Hospitality, Business, or related fields
• Fresh graduates are welcome to apply; candidates with 2–3 years of experience in the travel industry will have an added advantage
• Good communication and interpersonal skills
• Customer-oriented, patient, and solution-driven mindset
• Able to work in a fast-paced environment and handle multiple enquiries efficiently
• Proficient in basic computer applications (Outlook, Word, Excel); knowledge of travel systems is an added advantage

Benefits

• EPF/SOCSO
• Annual Leave
• Medical Leave
• Annual Company trip (For Confirmed Employees)
• Group PA insurance (For Confirmed Employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For Confirmed Employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, payslips etc)
• At least once a year Team Building arrangements
• Company trip
• Monthly / Weekly Company sports & recreations for everyone