Customer Service

1 month ago


Kota Kinabalu, Malaysia CZM HOLDING (M) SDN BHD Full time 1,800 - 2,100
Duties and Responsibilities:

Frontline counter:
  • Greet and maintaining a positive and professional attitude toward customers at all times.
  • Possess good knowledge and understanding of products, menus and new packages and actively provide choices to suit Customers’ preferences.
  • Guide customer through the ordering process following the Operation Manual Book.
  • Address customer inquiries, concerns, and requests promptly and courteously.
  • Communicate with customers for orders and ensure accurate orders are delivered to customer.

Customer Service:
  • Coordinate with Cashier to manage room allocations and ensure a smooth flow of reservations.
  • Follow established customer check-in procedure in the Operation Manual Book.
  • Follow established customer check-out procedure in the Operation Manual Book.
  • Response to customer calls from Room Service promptly for any assistance such as food orders, technical issues or other related issues.
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Report to Direct Superior immediately if any problem arises. 

Reports: 
  • Prepare and submit Customer Complaint Report to Direct Superior (if any).

Customer Feedback:
  • Ensure customers complete the Google Survey Form in order to collect customer feedback and reviews to gauge satisfaction level.
  • Report feedback to management for continuous improvement.

Safety Compliance:
  • Follow safety guidelines as stated in Operational Manual Policies and Procedures.
  • Report and address any safety hazards promptly.

Any ad hoc tasks required by Direct Superior.
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