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Customer Success Specialist (Mandarin - Reservation)

Customer Success Specialist (Mandarin - Reservation)

Agensi Pekerjaan JobScoper Sdn BhdKuala Lumpur, Kuala Lumpur, Malaysia
8 days ago
Job description

Requirements

  • Demonstrated experience in hotel reservations, concierge services, or customer service roles is a plus.
  • Strong command of English & Mandarin is required; proficiency in multiple languages is highly desirable.
  • Exceptional verbal and written communication skills.
  • Courteous, confident, and possesses a high level of patience.
  • Strong customer-first mindset and ability to perform well under pressure.
  • Able to remain calm and professional when handling complaints or emergency situations.
  • Capable of managing multiple tasks simultaneously and comfortable using digital tools and applications.
  • Willingness to work on rotational shifts, including weekends, public holidays, and overnight shifts as required by operational needs.

Responsibilities

  • Assist guests in planning and booking reservations for Integrated Resort products and services.
  • Identify and understand guests’ needs to provide tailored and personalized solutions.
  • Demonstrate a customer-centric approach in all interactions with both internal and external guests across various communication channels.
  • Deliver a high-touch, premium experience in line with the Company’s Service Strategy.
  • Address and resolve first-level guest complaints with professionalism and a positive attitude.
  • Respond to service requests promptly and efficiently, demonstrating agility and flexibility.
  • Utilize sound judgment and emotional intelligence when managing guest concerns, and proactively escalate complex issues to the Manager on Duty for resolution.
  • Stay well-informed about hotel events and activities to ensure accurate and timely information is provided to guests.
  • Act swiftly and appropriately during emergency situations in accordance with hotel safety protocols.
  • Contribute to the achievement of individual and team performance goals (KPIs).

    • Benefits

  • Provided training.
  • Rotational Shift; 24 / 7, 5 working days.
  • Provided language allowance.
  • Provided housing allowance.
  • Annual leave / Medical leave.
  • EPF / SOSCO

    • Additional Benefits

  • EPF / SOCSO / PCB
  • Annual Leave
  • Training Provided
  • Allowance Provided

    • Skills

    Fluency in Mandarin Customer Service Reservation Management English Language Customer Support

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    Specialist Mandarin • Kuala Lumpur, Kuala Lumpur, Malaysia