Customer Service Representative (Travel Industry)

Company Background:

We are seeking Customer Service Representatives with professional proficiency in English, based in Kuala Lumpur. Candidates with prior call centre experience will be given preference.

Key Responsibilities:

• Handle high-level complaints, airline-related issues, and escalations requiring urgent attention.
• Act as the final contact point for complex customer issues, including manager callbacks and High Value/escalated cases.
• Perform in-depth root cause analysis, investigate disputes, and determine responsible parties.
• Manage and prioritize cases daily, ensuring timely updates and resolutions.
• Provide strong negotiation and decision-making during high-pressure situations (flight disruptions, involuntary changes, fare disputes, no-shows, etc.).
• Maintain accurate documentation across all relevant systems.
• Collaborate closely with internal departments for support on case conclusions.
• Deliver feedback to improve processes, reduce repeated issues, and support continuous service improvement.
• Handle fast-paced workflows and maintain professionalism during challenging customer interactions.
• Support other tasks or projects assigned by the Team Leaders.

Requirements:

• Proficient in both verbal and written English and Malay (will have to pass SVAR English test)
• Minimum 1–2 years of experience in escalations, complaints handling, airline operations (OTA) and manager callbacks.
• Strong understanding of flight operations (e.g. reissues/refunds/disruption management/ fare rules/ airline processes).
• Flexible to work in 24/7 environment with various shifts (morning, day, afternoon, and night), including weekends and public holidays.

Qualified and interested candidates may apply online or email your updated resume jessie@talentrecruit.com.my

Only shortlisted candidates will be notified.