Executive, Operations & Customer Service (China) 面议

We are seeking a proactive and detail-oriented Executive, Operations & Customer Service to join our team in KL. This role is responsible for managing day-to-day partner communications, handling bookings, resolving service-related issues, and supporting smooth operational delivery. The ideal candidate demonstrates strong communication skills, is well-organized, and has a customer-first mindset. Prior experience in the travel or tourism industry will be an advantage.

Key Responsibilities:

Customer Service

· Serve as the primary point of contact for B2B partners regarding bookings, product queries, and issue resolution.

· Provide timely, accurate, and professional responses via email, phone, and chat.

· Resolve partner complaints or escalations efficiently

· Work closely with internal teams to ensure partner satisfaction

Operations

· Manage and monitor bookings (pre- and post-booking), confirmations, cancellations, amendments

· Collaborate with the tech team to flag and troubleshoot API or system issues impacting booking or partner experience.

· Generate operational reports (e.g., booking status, issue logs, SLAs) and assist with partner onboarding processes.

Cross-functional Coordination

· Collaborate with the Product team to maintain and update product content, pricing, and availability in the backend systems when needed.

· Collaborate with Finance teams as and when required on providing supporting information for finance reconciliation

· Coordinate with Sales, Account Management to resolve partner concerns and improve service quality.

· Liaise with suppliers/operators to confirm availability, secure last-minute bookings, or resolve on-ground issues.

· Support implementation of SOPs, training materials, and service-level improvements.

Requirements

· Candidate must possess at least bachelor's degree/Post Graduate Diploma/Professional Degree in any field.

· Minimum 2 years' experience in customer service or operations, preferably in the travel/tourism industry.

· Proficiency in English and Mandarin with good written and verbal communication skills; knowledge of additional languages is an advantage.

· Good problem-solving and organizational skills, with the ability to multitask, stay calm under pressure, and meet deadlines.

· Tech-savvy with proficiency in Excel/Google Sheets, CRMs, and ticketing systems (e.g., Zoho, Zendesk).

· Required skills: Customer Support, Problem-Solving, Communication Skills, Ticketing Systems, Customer Relationship Management (CRM)

What We Offer:

· A competitive salary package with Performance Bonus and 13th Month Bonus.

· Remote working arrangement.

· Training Provided