Customer Service Lead

2 days ago

Medini Johor, Malaysia Dragon Cruises (Malaysia) Sdn Bhd Full time

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

  • Bachelor's degree in Hospitality, Business Administration, Communications, or related field.
  • Minimum of 5–7 years' experience in customer service management, preferably within the hospitality, travel, or cruise industries.
  • Proven ability to lead and develop frontline service teams in high-volume, high-pressure environments.
  • Strong communication, conflict-resolution, and interpersonal skills.
  • Proficiency with CRM, helpdesk, and ticketing software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
  • Customer-centric mindset with attention to detail and empathy in guest interactions.
  • Ability to analyze service data and translate insights into operational improvements.
  • Fluent in English and Mandarin preferred; additional regional languages an advantage.

Compensation & Benefits

  • Competitive base salary
  • Performance-based incentives tied to guest satisfaction and service quality metrics

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