Job Description

Shangri-La Customer Engagement & Process Transformation Kuala LumpurDo you want to be part of a business that creates colourful joys of life and happy memories? Imagine complimentary stays at 5-star properties globally!How will you feel to be part of a brand known for setting Hospitality standards and a career with one of the largest employers in Malaysia? Want to be associated with a 50year old large globally diversified organization that operates with a set standard of values, ethics and work culture!Very importantly, are you keen to be part of a dynamic Proprietary Global Contact Centre servicing its own Customers? If you are looking for a career and not just a job, at Shangri-La, we make that HAPPEN!What will you learn and be a part of?

• Provide clear and concise directions, support, and guidance to the floor.
• Hands-on leadership experience managing and leading a team of reservation executives to perform their day-to-day role of reservation workflow according to Shangri-La Hotels & Resorts guidelines.
• Expose to Quality Assurance-empowered to review calls and emails that are monitored by the QA team, providing insights to agents for improvement.
• Handling inquiries from internal and external stakeholders, escalation, managing to outsource MOD mailbox, performance status updates, etc.
• Build and maintain professionalism with stakeholders and responsibility for process improvement.
• Open and well-versed in change management and driving growth mindsets.
• Assist with training or briefings when required.
• Work with the leadership team to identify and deliver positive change and process enhancement.
• Handle any ad-hoc task assigned by the leadership team.

• Preferably, at least 2 years experience in contact centers, hospitality, travel agency and customer service roles
• SPM, diploma, or degree holder in any discipline or equivalent qualification with relevant working experience
• Pleasant personality with good communication skills
• Computer literate and internet savvy.
• Positive attitude and a team player with a passion for delivering world-class customer service.
• Ability to work under pressure to meet or exceed set performance standards
• Good command of spoken and written English.
• Ability to converse and/or write in Mandarin/Cantonese to serve specific markets and engage with Mandarin/Cantonese-speaking clients and stakeholders
• Willing to work in a shift environment
• Due to work permit restrictions, only citizens of Malaysia and permanent residents of Malaysia shall be considered.

• Free stay at any of our Hotels globally (one of a kind in the industry)
• 5-day work week (shift-based)
• Earn an attractive monthly salary.
• Discretionary performance-based bonuses and incentives
• Paid Training and career development opportunity
• Socso, EPF, EIS and medical insurance coverage
• Annual Preventive Health Screening

Shangri-La Hotels & Resorts