Customer Service & Operations Executive

• At least 2 years' experience in customer service or operations, preferably in the travel/tourism industry.
• Strong written and verbal communication skills in English. Bahasa and / or Chinese are a plus (additional languages a plus).
• Excellent problem-solving, multitasking, and organizational abilities.
• A calm, customer-centric attitude with the ability to work under pressure and meet deadlines.
• Tech-savvy with proficiency in Excel/Google Sheets, CRMs, and ticketing systems (e.g., Zoho, Zendesk).

The ideal candidate has strong communication skills, and a customer-first mindset. Experience in the travel or tourism industry is a plus.

Key Responsibilities:

• Serve as the primary point of contact for B2B partners regarding bookings, product queries, and issue resolution.
• Provide timely, accurate, and professional responses via email, phone, and chat.
• Resolve partner complaints or escalations efficiently
• Work closely with internal teams to ensure partner satisfaction

• Manage and monitor bookings (pre- and post-booking), confirmations, cancellations, amendments
• Collaborate with the tech team to flag and troubleshoot API or system issues impacting booking or partner experience.
• Generate operational reports (e.g., booking status, issue logs, SLAs) and assist with partner onboarding processes.

• Collaborate with the Product team to maintain and update product content, pricing, and availability in the backend systems when needed.
• Collaborate with Finance teams as and when required on providing supporting information for finance reconciliation
• Coordinate with Sales, Account Management to resolve partner concerns and improve service quality.
• Liaise with suppliers/operators to confirm availability, secure last-minute bookings, or resolve on-ground issues.
• Support implementation of SOPs, training materials, and service-level improvements.

1. month Bonus, Flexible Working Arrangement