Job Description

Mohon
Kelayakan
Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, with a unique business model offering ready-made products and packages to partners, backed by established and matured branding. Their marketing concept is to develop marketable travel packages based on market demand and trends, offered through their dynamic B2B booking engine. With the support of over 400 partners in the ASEAN region, ICE Holidays aims to be the leading travel wholesaler in Asia.
This is a full-time on-site role as a Customer Service Executive at Golden Destinations by ICE HOLIDAYS Sdn Bhd's office in Malaysia.
Requirement

• Diploma or equivalent education (Bachelor's Degree preferred).
• Proven experience in a customer service role, preferably in retail, telecommunications, etc.
• Strong Communication Skills in Mandarin, Bahasa Malaysia and English, both verbal and written.
• Excellent Problem-solving and Conflict Resolution Skills.
• Proficiency in using customer service software and CRM tools.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Strong attention to detail and accuracy.

Tanggungjawab

• Handle incoming customer inquiries via phone, email, live chat, social media platforms or other communication channels.
• Provide accurate product/service information, troubleshoot issues, and offer appropriate solutions.
• Process customer orders, returns, exchanges, and cancellations in a timely manner.
• Maintain a high level of customer satisfaction through prompt and effective responses.
• Record and update customer interactions and complaints in the CRM system.
• Collaborate with other departments, such as sales, technical support, and logistics, to resolve customer issues.
• Identify and escalate complex or unresolved issues to the appropriate team or supervisor.
• Follow up with customers to ensure their concerns have been addressed and to gather feedback on their experience.
• Ensure adherence to company policies, procedures, and service standards.
• Contribute to the continuous improvement of customer service processes and systems.

Manfaat

• EPF/SOCSO
• Annual Leave
• Medical Leave
• Annual Company trip (For confirmed employees)
• Group PA insurance (For confirmed employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For confirmed employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, pay slips etc.)
• At least once a year team building arrangements
• Monthly / Weekly Company sports & recreations for everyone
• 5 Working days

Manfaat tambahan

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Company Trip
• 5 Working Days
• Flexible Working Hours

Kemahiran
Communication Skills Problem-solving Skills Empathy Patience Customer Focus
Peringatan Penting
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Skills Required