Customer Service Officer

Key Responsibilities

• Assist guests with enquiries through phone calls, email, and various messaging channels
• Process reservations, amendments, cancellations, and other booking-related requests across Airbnb, Booking.com, Agoda, and other platforms
• Provide guests with relevant information on the property, nearby facilities, and local places of interest
• Coordinate guest arrival and departure procedures, including check-in and check-out
• Attend to guest concerns and find suitable solutions in a professional and timely manner
• Maintain updated records of reservations, guest requests, and feedback
• Coordinate with the housekeeping, maintenance, and management teams to ensure a smooth guest experience

Requirements

• Pleasant, approachable, and service-oriented personality
• Able to communicate effectively in both English and Bahasa Melayu
• Comfortable handling multiple tasks in a busy work environment
• Willing to learn and adapt to different systems, platforms, and work processes
• Good interpersonal and problem-solving abilities
• Previous customer service or hospitality experience is an advantage, but fresh candidates are welcome
• Training will be provided for suitable candidates
• Minimum qualification of SPM or equivalent