Role: Customer Service Executive - English Speaker
Location: UOA Business Park 1, Shah Alam, Malaysia
Job Description
Key Responsibilities & Role Scope
- Handle pre-online booking enquiries, post-online booking enquiries, and general enquiries
- Provide escalation support and manage booking amendments/cancellations
- Manage flight reservation, ticketing, services, and refunds
- Handle fully inbound calls, email communication with internal departments, and occasional outbound calls
- Ensure accurate information delivery and exceed customer service expectations
- Maintain good communication and cooperation with relevant departments
- Work in a team to achieve required KPI and SLA targets
- Rotational night shift only (20 hours x 7 days operation)
- Support Region: USA, Europe, UK, Ireland
- Minimum 50 calls per day
Requirements
- Minimum SPM qualification or above
- English proficiency at B2 level (Upper-Intermediate) is required
- Strong communication and customer service skills
- Fresh graduates are encouraged to apply (training provided)
- Willing to work on 24/7 rotational shifts & permanent night shift.
- Must be aware of and agreeable to shift-based work schedule
Salary & Benefits
- 5 working days per week
- EPF, SOCSO & EIS coverage
- Annual leave entitlement
- Medical leave entitlement
- Inpatient, outpatient & dental claims
- Office is within walking distance of LRT/KTM station (sheltered access)
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
