Customer Service Executive

With the support of over 400 partners in the ASEAN region, ICE Holidays aims to be the leading travel wholesaler in Asia.

This is a full-time on-site role as a Customer Service Executive at Golden Destinations by ICE HOLIDAYS Sdn Bhd's office in Malaysia.

• Diploma or equivalent education (Bachelor’s Degree preferred).
• Proven experience in a customer service role, preferably in retail, telecommunications, etc.
• Strong Communication Skills in Mandarin, Bahasa Malaysia and English, both verbal and written.
• Excellent Problem-solving and Conflict Resolution Skills.
• Proficiency in using customer service software and CRM tools.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Strong attention to detail and accuracy.
• Handle incoming customer inquiries via phone, email, live chat, social media platforms or other communication channels.
• Provide accurate product/service information, troubleshoot issues, and offer appropriate solutions.
• Process customer orders, returns, exchanges, and cancellations in a timely manner.
• Maintain a high level of customer satisfaction through prompt and effective responses.
• Record and update customer interactions and complaints in the CRM system.
• Collaborate with other departments, such as sales, technical support, and logistics, to resolve customer issues.
• Identify and escalate complex or unresolved issues to the appropriate team or supervisor.
• Follow up with customers to ensure their concerns have been addressed and to gather feedback on their experience.
• Ensure adherence to company policies, procedures, and service standards.
• Contribute to the continuous improvement of customer service processes and systems.
• EPF/SOCSO
• Annual Leave
• Medical Leave
• Annual Company trip (For confirmed employees)
• Group PA insurance (For confirmed employees)
• Yearly Bonus depending on Company performance and reflect to Individual performance
• Twice performance appraisal review annually to identify room for improvement process
• Outpatient medical coverage from registered clinics
• Employee price for travel packages (For confirmed employees)
• Company uniform provided
• Travelling claims by receipt
• Monthly training arrangements from Company
• Exclusive employee HR software applications (leaves, claims, pay slips etc.)
• At least once a year team building arrangements
• Monthly / Weekly Company sports & recreations for everyone
• 5 Working days