Job Description

The Executive, Operations (Hajj) will assist in coordinating and delivering seamless Hajj travel services, ensuring an exceptional experience for every pilgrim. This position focuses on providing excellent customer service, maintaining efficient operations, and ensuring smooth communication between clients, partners, and internal teams.

Key Responsibilities

Customer Relationship Management & Service Excellence

Serve as the primary point of contact for customer inquiries and package details. Maintain clear and consistent communication before, during, and after travel. Handle customer feedback, concerns, and complaints with professionalism. Guide customers through booking, payment, and document submission processes. Ensure timely processing of travel documents and visa applications. Coordinate with service providers for special customer requests. Provide 24/7 support for urgent travel matters when required. Monitor customer experience to ensure smooth travel execution. Collect and analyze post-travel feedback to enhance service quality. Develop follow-up strategies to drive customer retention and loyalty.

Operational Support & Coordination

Ensure timely collection of customer payments and maintain accurate records. Assist with cancellations, refunds, and other payment-related issues. Document and fulfill customer special requests accurately. Analyze customer trends and feedback to improve package offerings. Stay updated on industry best practices and competitor offerings. Ensure all operations comply with company standards and regulations. Uphold high service quality and operational compliance across all processes.

Ad-Hoc Responsibilities

Collaborate closely with the sales, marketing, and operations teams. Support in training new team members on customer service and operations. Assist management with operational initiatives and process improvements.

Requirements

Diploma/Degree in Business, Tourism, Sales, or a related field. Minimum 1 year of experience in customer service or travel operations. Excellent interpersonal, communication, and problem-solving skills. Ability to multitask and work effectively in a fast-paced environment. Proficient in Microsoft Office, CRM tools, and travel booking systems.
Job Type: Full-time

Pay: RM2,200.00 - RM2,990.00 per month

Work Location: In person