Customer Service Executive | Homestay | Cheras KL

We are looking for a customer-oriented, empathetic, and dynamic Customer Service Representative to join our growing team. In this role, you will be the face and voice of our company, responsible for solving customer inquiries, resolving issues, and ensuring every interaction leaves a lasting, positive impression.

If you love helping people, are a natural problem-solver, and thrive in a fast-paced environment, we want to hear from you!

Key Responsibilities:
Omnichannel Support: Manage incoming customer inquiries efficiently across multiple channels, including phone, email, live chat, and social media.
Problem Resolution: Actively listen to identify and diagnose customer needs or complaints; provide accurate, valid, and complete information to resolve issues effectively.
Product Expertise: Maintain a deep understanding of our products, services, and hotel operations to guide customers and offer relevant recommendations.
Accurate Documentation: Keep detailed, precise records of customer interactions, manage customer accounts, and update information seamlessly in our CRM system.
Escalation Management: Identify complex issues and route them to the appropriate internal teams (e.g., tech support, billing) while keeping the customer informed.
Continuous Improvement: Gather and share valuable customer feedback with management to help enhance our services and overall customer experience.

Requirements & Qualifications
Experience: Fresh graduates are highly encouraged to apply! (Prior experience in customer service or hospitality is a plus).
Language Skills: Exceptional verbal and written communication skills. Fluency in English, Mandarin, and Bahasa Melayu is required to support our diverse customer base.
Tech Savvy: Proficiency with MS Office/Google Workspace. Familiarity with CRM systems or hotel management software is a strong advantage.
Soft Skills: High emotional intelligence, patience, and the ability to maintain composure during stressful customer interactions.
Efficiency: Strong multitasking, prioritization, and time-management skills in a fast-paced environment.
Education: Minimum of a High School Diploma/SPM or equivalent (a degree or diploma in Communications, Hospitality, Business, or a related field is a bonus).

Position Details & Benefits
Working Venue: Cheras Branch (Walking distance to Maluri LRT Station)
Competitive Salary: RM 2,500 – RM 3,500 (commensurate with experience).
Statutory Benefits: Full EPF, SOCSO, and EIS contributions.
Career Growth: Excellent opportunities for career advancement and professional development within a growing company.
Work Environment: A supportive, dynamic, and collaborative team culture.