Customer Service Lead (Cruise / Hospitality)

Job Title : Customer Service Lead

Location : Local / Malaysia (Johor)

Reports To : Ship Owner / Executive Management

Job Type : Full-time, Contract-Based

Job Overview

The Customer Service Lead is responsible for managing all aspects of guest relations and support, ensuring a seamless, responsive, and high-quality experience for all passengers and partners engaging with the company off-ship. This role oversees the entire customer-facing communication ecosystem—including helpdesk, ticketing, inquiries, complaints, and post-cruise feedback—and ensures consistent service standards across digital, phone, and in-person channels.

The Customer Service Lead will build and manage a team that represents the company’s values of hospitality and professionalism, delivering timely resolutions and maintaining guest satisfaction benchmarks that align with the brand’s premium positioning.

Key Responsibilities

• Oversee all customer service operations across pre-cruise, booking, and post-cruise support channels.
• Manage helpdesk, hotline, email, and digital ticketing systems to ensure efficient handling of guest inquiries and complaints.
• Develop and implement service protocols, response scripts, and escalation procedures to maintain consistent quality across all interactions.
• Lead and train the customer service team to deliver empathetic, informed, and brand-aligned communication.
• Track service performance metrics (e.g., response time, resolution rate, satisfaction scores) and identify opportunities for improvement.
• Work closely with marketing, sales, and operations teams to anticipate guest needs and reduce recurring service issues.
• Handle escalated guest complaints or sensitive cases, ensuring resolution and appropriate internal feedback loops.
• Develop FAQ libraries, knowledge bases, and support documentation to empower faster and more consistent responses.
• Coordinate with onboard hotel and operations teams to address service-related feedback in real time.
• Manage partnerships with external customer support vendors, if applicable.
• Prepare weekly and monthly reports on service volume, trends, and customer satisfaction for management review.
• Continuously review customer touchpoints to optimize service delivery, improve guest sentiment, and reinforce brand loyalty.

Key Requirements & Qualifications

Compensation & Benefits

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