Customer Service

2 weeks ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Wakely & Partners Sdn Bhd Full time 40,000 - 60,000 per year

About us

Wakely & Partners Sdn Bhd specializes in managing short-term vacation rentals situated in the vibrant heart of KL City Center. Our primary focus is collaborating with homeowners to oversee their apartment units, subsequently sub-leasing them on renowned platforms like Agoda, Airbnb, and for short-term stays.

Job Description

We are looking for an energetic and guest-centric Customer Service and Front Desk Staff member to join our hospitality team. This role is pivotal in enhancing the guest experience and creating a warm, welcoming environment for all visitors. Responsibilities include promptly responding to guest inquiries via phone, email, and chat, managing check-in and check-out processes, assisting with reservations, and offering valuable information about the property and local attractions. A strong focus on exceptional communication and a proactive approach to ensuring guest satisfaction are essential for success in this position.

Qualifications & Requirements

  • Minimum 1 Year experience in Customer Service or Tourism and Hospitality industry.
  • Proficiency in English is mandatory. Required to to speak and write well in Bahasa Malaysia.
  • Mandatory for basic Mandarin.
  • Proficient in computer skills (Microsoft office, Email & Instant Messaging Applications).
  • Able to work on weekends (Saturday & Sunday) & Public Holidays (If needed).
  • Must be flexible for both Night shift & Day shift roles.

Tasks & responsibilities

  • Team Management: Oversee and guide team members to ensure tasks are completed efficiently, standards are met, and collaboration is maintained, while fostering a positive and motivated work culture.
  • Problem Solving: Proactively identifying operational and service-related issues, accurately reporting findings, analyzing root causes, and recommending improvements.
  • Customer Support: Respond promptly and professionally to guest inquiries via phone, email, and chat, addressing any questions and providing relevant information about our services and amenities.
  • Check-In & Check-Out Management: Oversee all guest check-ins and check-outs, ensuring accuracy, efficiency, and a positive experience for each guest.
  • Operations Scheduling: Develop and manage daily operational schedules to ensure timely task execution and seamless service.
  • Staff Coordination: Maintain clear and consistent communication with the operations team to ensure guest needs, check-ins, check-outs, and other requests are met accurately and promptly.
  • Issue Resolution: Address and resolve guest concerns or issues efficiently, ensuring a positive outcome that meets company standards.
  • Administrative Support: Perform essential administrative duties, including data entry, filing, and document organization, to support the smooth operation of our services.
  • Bookings & System Management: Regularly update and manage booking platforms and systems to maintain accurate information, ensuring reliability for guests and internal staff.

Benefits

  • Bi-annual bonus.
  • Fast track growth opportunities.

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