民宿客户服务专员（Homestay Customer Service Executive）

关于这份工作

Cowidea Management 是一家专注于民宿管理、室内设计及物业运营的一站式管理公司。

我们正在寻找一位积极主动、细心负责，并拥有良好沟通能力的 民宿客户服务专员，负责为入住前、入住期间及退房后的客人提供优质服务，确保每一位客人都拥有愉快的住宿体验。

如果你喜欢与人沟通、善于解决问题，并希望在快速成长的民宿行业发展，欢迎加入我们的团队！

工作职责

1. 客户沟通与服务

• 通过 WhatsApp、电话、电子邮件及各大订房平台（Airbnb、Booking.com、Agoda 等）回复客户咨询。

• 为客户提供有关房型、价格、设施、入住流程及预订安排等相关资讯。

• 以专业、友善及高效率的方式处理客户需求，提供优质服务体验。

2. 订单与预订管理

• 使用 Channel Manager 系统管理各平台订单及房态。

• 安排及协调入住（Check-in）与退房（Check-out）流程。

• 确保所有预订资料准确无误，并及时更新系统。

3. 客户入住体验管理

• 在客人入住前发送入住指南及相关资讯。

• 于退房后主动跟进客户评价及反馈。

• 根据公司政策妥善处理退款申请、投诉及售后服务。

4. 客户问题处理

• 协助解决客人在入住期间遇到的问题，例如门锁、WiFi、设备使用及房屋设施等。

• 与营运团队、清洁团队及维修人员保持紧密沟通，确保问题获得及时解决。

• 遇到重大或紧急情况时，立即向主管汇报并协调处理。

5. 平台评价管理

• 定期查看 Airbnb、Booking.com、Agoda 等平台客户评价。

• 及时回复客户评论，维护公司品牌形象及平台评分。

• 汇整客户意见，并向管理层提出改善建议。

6. 跨部门协调

• 与营运、清洁、维修及销售团队保持良好沟通。

• 协调客户特殊需求，例如提前入住、延迟退房、生日布置及其他特别安排。

7. 行政与报告工作

• 妥善记录客户资料、沟通纪录及问题处理情况。

• 协助整理每周或每月的客户服务及营运报告。

8. 其他工作职责

• 协助完成管理层安排的其他行政及营运工作。

• 在旺季、周末或公共假期期间，根据营运需要提供支援。

我们希望你具备

• 拥有 Diploma 或 Bachelor Degree（酒店管理、旅游、商务或相关科系优先）。

• 欢迎应届毕业生申请。

• 具备酒店、民宿、Airbnb 或客户服务经验者优先考虑。

• 良好的中英文沟通能力，懂马来文者更佳。

• 熟悉 Microsoft Office 基本操作。

• 具备良好的沟通能力及客户服务意识。

• 能够独立工作，并适应快节奏的工作环境。

• 具备解决问题、随机应变及多任务处理能力。

• 做事细心、责任感强，并具有团队合作精神。

• 熟悉 Airbnb、Booking.com、Agoda 或 Channel Manager 系统者将更具优势。

工作时间

• 每周工作 6 天。

• 需负责周末及公共假期工作（如有需要）。

• 如遇紧急客户情况，需配合公司安排及时处理。

• 公司将提供完整培训及工作指导。

为什么加入 Cowidea？

✅ 年轻、有活力且积极向上的团队文化。

✅ 良好的职业发展与晋升机会。

✅ 完整培训及持续学习机会。

✅ 表现奖金及绩效奖励。

✅ 快速成长的民宿与酒店管理行业。

✅ 有机会参与打造 Johor Bahru 高品质民宿品牌。

About the Role

We are looking for a proactive and customer-oriented Homestay Customer Service Executive to join our growing hospitality team.

You will be responsible for delivering an excellent guest experience from the moment guests make an enquiry until after they check out. If you enjoy communicating with people, solving problems, and working in a fast-paced environment, we’d love to hear from you.

Key Responsibilities

1. Guest Communication

• Respond promptly to guest enquiries via WhatsApp, phone calls, email and OTA platforms (Airbnb, Booking.com, Agoda, etc.).
• Assist guests with reservations, pricing, availability and general enquiries.
• Provide professional and friendly customer service before, during and after each stay.

2. Reservation Management

• Manage daily bookings using our Channel Manager system.
• Coordinate check-in and check-out arrangements.
• Update booking calendars and ensure reservation accuracy.

3. Guest Experience

• Send pre-arrival information and self check-in instructions.
• Follow up with guests after check-out to obtain reviews and feedback.
• Handle complaints professionally and provide effective solutions.

4. Problem Solving

• Coordinate with Operations, Housekeeping and Maintenance teams to resolve guest issues.
• Escalate urgent matters when necessary to ensure minimal disruption to guests.

5. Online Reputation Management

• Monitor guest reviews across booking platforms.
• Respond to reviews professionally and maintain excellent guest satisfaction.
• Identify recurring issues and suggest service improvements.

6. Team Collaboration

• Work closely with Operations, Housekeeping, Maintenance and Sales teams.
• Communicate special guest requests and ensure smooth execution.

7. Administrative & Reporting

• Maintain accurate booking records and guest communication history.
• Prepare basic operational reports when required.

9. Other Duties

• Perform administrative tasks assigned by Management.
• Support the team during weekends, public holidays and peak booking periods when necessary.

Requirements

• Diploma or Bachelor’s Degree in Hospitality, Tourism, Business or related field is preferred.

• Fresh graduates are encouraged to apply.

• Experience in Hospitality, Hotel, Airbnb or Customer Service is an advantage.

• Good communication skills in English, Chinese and Bahasa Malaysia.

• Able to work independently and under pressure.

• Strong problem-solving and multitasking skills.

• Positive attitude with excellent customer service mindset.

• Familiar with Microsoft Office.

• Experience using Airbnb, Booking.com, Agoda or Channel Manager is an added advantage.

Working Arrangement

• 6 working days per week

• Weekend and Public Holiday rotation may be required.

• Able to respond to urgent guest matters when necessary.

• Training will be provided.

Why Join Cowidea?

* Career growth opportunities in the Hospitality Industry

* Friendly and supportive working environment

* Energetic team

* Performance bonus & career advancement opportunities

* Continuous learning and development

* Be part of one of Johor’s growing homestay management companies