Customer Service - Homestay

Job Summary: We are seeking a dedicated and detail-oriented Customer Service to join our team. This role involves handling customer inquiries via phone calls and WhatsApp, managing bookings on platforms such as Agoda, Booking.com, and Airbnb, and updating our Google Sheets booking calendar. The ideal candidate will ensure accurate availability of our bungalows, resolve customer issues, and maintain a seamless booking experience. Additionally, the candidate will assist the HR department as needed. The candidate must be available to work on weekends and public holidays.

Key Responsibilities:

• Customer Inquiries:
• Handle inquiries from potential and current customers via phone calls and WhatsApp.
• Provide detailed information about the bungalows, availability, and amenities.
• Booking Management:
• Manage and update bookings on Agoda, Booking.com, and Airbnb.
• Ensure the Google Sheets booking calendar is always up to date.
• Block dates on OTA platforms when bookings are made through WhatsApp to avoid double bookings.
• Calendar Maintenance:
• Maintain precise availability of bungalows in the booking calendar.
• Regularly update the calendar to reflect current availability and avoid overbooking.
• Customer Problem Solving:
• Address and resolve customer issues and complaints efficiently and professionally.
• Provide solutions and support to ensure customer satisfaction.
• Administrative Tasks:
• Maintain accurate records of bookings, cancellations, and customer interactions.
• Generate and share reports with management as required.
• Communication:
• Liaise with the housekeeping and maintenance teams to ensure the bungalows are prepared for guest arrivals.
• Communicate any special requests or requirements from guests to the relevant teams.
• Flexibility:
• Be available to work on weekends and public holidays as needed to handle customer inquiries and bookings.
• Adapt to a dynamic work environment and handle additional tasks as assigned.
• HR Assistance:
• Assist the HR department with various tasks as needed, including administrative support and coordination.

Qualifications:

• Diploma/Degree in hospitality management or a related field is a plus.
• Previous experience in customer service, preferably in the hospitality industry.
• Must be tech-savvy and proficient in using booking platforms (Agoda, Booking.com, Airbnb) and Google Sheets.
• Strong knowledge of Microsoft Excel.
• Excellent problem-solving skills and the ability to handle complaints effectively.
• High attention to detail and accuracy.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Flexibility to work on weekends and public holidays.

Skills:

• Customer Service
• Booking Management
• Calendar Management
• Problem Solving
• Communication
• Time Management
• Multitasking
• Tech Savvy
• Microsoft Excel

Benefits:

• Competitive salary
• Opportunities for growth and development

Friendly and supportive work environment

Job Types: Full-time, Permanent

Pay: RM2,200.00 - RM3,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Professional development

Schedule:

• Day shift
• Holidays
• Monday to Friday

Supplemental Pay:

• Commission pay
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Subang Jaya: Reliably commute or planning to relocate before starting work (Preferred)