Customer Service Executive (Cruise / Hospitality)

Job Title : Customer Service Executive

Location : Local / Malaysia (Johor)

Reports To : Customer Service Lead

Job Type : Full-time, Contract-Based

Job Overview

The Customer Service Executive serves as the first point of contact for guests, partners, and travel agents in all customer-facing communications. This role is responsible for handling inquiries, bookings, complaints, and feedback through phone, email, and digital channels, ensuring every interaction reflects the company’s hospitality standards and professionalism.

The Customer Service Executive supports day-to-day helpdesk operations, coordinates with the onboard and shore-based teams to resolve issues promptly, and maintains accurate communication logs to ensure smooth guest experiences from booking to post-cruise follow-up.

Key Responsibilities

• Respond promptly and professionally to guest inquiries through phone, email, social media, or chat platforms.
• Handle booking confirmations, schedule changes, cancellations, and general information requests.
• Record and track all inquiries, complaints, and feedback in the customer service management system.
• Coordinate with hotel, F&B, operations, and logistics teams to resolve guest issues efficiently.
• Escalate complex or sensitive cases to the Customer Service Lead with accurate documentation.
• Follow up with guests to ensure satisfaction and closure after issue resolution.
• Maintain up-to-date knowledge of ship itineraries, policies, pricing, and promotions.
• Support pre-cruise and post-cruise communication campaigns, including reminders and feedback surveys.
• Assist in compiling service performance data and guest feedback for reporting and improvement.
• Uphold confidentiality and compliance with company service and data protection policies.

Key Requirements & Qualifications

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