Customer Success Specialist | Hotel Reservation | Kuala Lumpur

Job Overview:

We are seeking a Mandarin-speaking Customer Success Specialist on behalf of our client, a leading online reservation brand, to deliver exceptional customer experiences and support business growth.

In this role, you will support customers via inbound calls, chats and emails, ensuring a smooth online customer experience. You will be part of a high-performing, multicultural support team that represents the clients values of professionalism, quality, and customer-first service.

What You Will Do:

• Provide excellent support to customers via phone, chat and email.
• Assist with online orders, inquiries, and issue resolution.
• Educate customers on self-service options and automated banking channels.
• Conduct call backs for transaction confirmations and reach out for supporting documents as needed.
• Clarify customer needs, evaluate problems, and provide solutions.
• Perform specified KYC tasks when required.
• Handle payments and sensitive data securely.
• Maintain a professional and empathetic attitude at all times.
• Stay updated on products and meet performance KPIs.

What Makes You A Good Fit:

• Must have SPM or equivalent qualification.
• Must have front desk or hotel reservation experience.
• Fluent in Mandarin and English (spoken & written).
• Strong communication and problem-solving skills.
• Able to work on a 24/7 rotational shift, including weekends and public holidays.

What We Offer:

• EPF & SOCSO contributions.
• Medical insurance is provided.
• Maternity leave in accordance with statutory requirements.
• Full training provided with continuous development support.
• Language allowance for Mandarin speakers.
• Career growth opportunities within a global company.
• Supportive, multicultural team environment.