Customer Support Executive

Job Scope for Customer Service Position for Homestay & Cafe

We are seeking enthusiastic candidates for a Customer Service role at our Property Management. This position is vital for ensuring a seamless and enjoyable experience for our guests. Below are the key responsibilities, required attributes, and qualifications:

#### Key Responsibilities:

1. *Team Collaboration:*
- Work closely with the Customer Service Manager, cleaning team, and other team members to ensure efficient operations.
- Foster open communication and collaboration to enhance service delivery and guest satisfaction.

2. *Discipline and Reliability:*
- Maintain a strong work ethic by adhering to company policies and procedures.
- Demonstrate punctuality and accountability in all tasks, contributing to a professional environment.

3. *Issue Resolution:*
- Identify and resolve guest concerns promptly with immediate actions.
- Utilize problem-solving skills to address challenges efficiently, ensuring minimal disruption to guest experience.

4. *Cooperation and Adaptability:*
- Be flexible in taking on additional tasks or ad-hoc responsibilities, particularly during the launch of new homestay units.
- Support various departments as needed, demonstrating a team-oriented approach.

5. *Guest Management:*
- Organize and manage guest check-ins and check-outs, ensuring adherence to established guidelines.
- Handle incoming and outgoing calls professionally, addressing inquiries and concerns effectively.
- Handle customer coming to cafe and serve by using the guideline printed.

6. *Scheduling and Status Updates:*
- Update daily cleaning schedules and maintain accurate records of guest stays.
- Ensure all team members are informed of guest statuses to facilitate seamless operations.

7. *Customer Service Excellence:*
- Provide accurate and complete responses to guest queries, ensuring high levels of satisfaction.
- Address customer complaints with appropriate and effective solutions, maintaining a positive atmosphere.

8. *Record Keeping and Attention to Detail:*
- Maintain an organized guest database and keep detailed records to ensure efficient service delivery.
- Uphold a high standard of work quality, ensuring tasks are completed within set

Skills and Qualifications:

- *Technical Skills:*
- Basic knowledge of Microsoft Outlook, Google Sheets, and Excel.
- Good attention to detail in all aspects of work.

- *Language Proficiency:*
- Customer service-oriented with the ability to communicate effectively in English and Bahasa Melayu.
- Proficiency in Mandarin is an advantage.

- *Availability:*
- Able to work on rotational shifts, including weekends and public holidays.
- Must have own transport for commuting.

- *Education:*
- Minimum qualification of a Diploma; fresh graduates are encouraged to apply.

- *Work Schedule:*
- Work 6 days a week with 1 day off. Working hours are :

Shift A : 9.30 am - 5 pm
Shift B : 1.30 pm - 9 pm
Shift C : 9.00 am - 4:30 pm

- Location: Sunway City, Iskandar Puteri