Admin Operation Assistant

DOCUMENTATION & RECORD MANAGEMENT

• Prepare, review, and organize documents related to Umrah and Hajj operations.
• Manage visa applications, passports, and travel documents for pilgrims.
• Update records for flight bookings, accommodations, and travel schedules.
• Maintain and manage contract files with hotels, transportation providers, catering services, and other vendors.
• Ensure important documents are submitted to relevant authorities (Immigration Department, Muassasah, Ministry of Hajj & Umrah, etc.) on time.

OPERATION MANAGEMENT IN MALAYSIA

• Handle pilgrim registrations and coordinate payment processes.
• Communicate with agents and customers regarding package details, pricing, and promotions.
• Organize pre-departure briefings, travel schedules, and training sessions for pilgrims.
• Manage logistics for essential travel items such as bags, ihram clothing, and guidebooks.
• Ensure smooth customer service operations before departure.

OPERATION MANAGEMENT IN SAUDI ARABIA

• Liaise with vendors and service providers in Makkah and Madinah.
• Prepare arrival lists and coordinate transportation from the airport to hotels.
• Inspect pilgrim accommodations (rooms, facilities, and meals) to ensure they meet Nawwarah Travel’s standards.
• Handle last-minute changes to hotel bookings, transportation schedules, and ziarah tours.
• Organize briefing sessions for pilgrims in Saudi Arabia regarding Umrah schedules, ziarah, and other activities.
• Ensure that mutawifs and operation staff in Saudi Arabia receive complete information about each pilgrim group.
• Provide daily reports on pilgrim status and any operational issues.

TRANSPORTATION & LOGISTICS MANAGEMENT

• Coordinate bus schedules between Jeddah – Makkah – Madinah – Taif.
• Liaise with bus companies to ensure vehicles are in good condition and adhere to schedules.
• Manage the transportation of pilgrims’ luggage from Malaysia to Saudi Arabia and vice versa.
• Prepare a list of bus assignments and ensure all pilgrims board the correct buses.
• Monitor pilgrim movements at airports and hotels to ensure a smooth travel experience.

CUSTOMER SERVICE & ISSUE RESOLUTION

• Act as the main liaison between pilgrims, mutawifs, and ground staff.
• Handle pilgrim complaints promptly and resolve issues with vendors or hotels.
• Provide real-time updates to pilgrims about schedule changes or travel concerns.
• Manage emergency situations such as lost passports, medical issues, or other incidents in Saudi Arabia.

REPORTING & OPERATIONAL PERFORMANCE MONITORING

• Prepare daily, weekly, and monthly operational reports for management.
• Analyze recurring issues and propose solutions to improve efficiency.
• Monitor the performance of mutawifs, field staff, and vendors to maintain high service quality.

COORDINATION WITH RELEVANT AUTHORITIES

• Liaise with Muassasah, the Ministry of Hajj & Umrah, and Immigration Departments to ensure compliance with the latest regulations.
• Coordinate communication between the Malaysia and Saudi Arabia offices to ensure all operational information is updated in real-time.

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• Minimum SPM or Diploma in Business Administration, Tourism Management, or a related field.
• Experience in administrative or operational roles, preferably in the Umrah, Hajj, or travel industry is advantages, No experience and fresh graduates also accepted willing to learn
• Strong Communication skills in Bahasa Malaysia and English
• Experience handling visa applications, travel bookings, and logistics management is an advantage.
• Excellent Organizational and Multitasking skills – ability to manage multiple responsibilities efficiently.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)
• Ability to handle and resolve customer complaints in a professional manner.
• Strong Problem-solving skills and ability to work under pressure, especially in high-peak Umrah and Hajj seasons.
• High Attention to Detail when handling pilgrim documents, flight schedules, and accommodation arrangements.
• Strong sense of responsibility and commitment to ensuring smooth operation.
• Ability to work independently and in a team across different time zones (Malaysia & Saudi Arabia).
• High adaptability and flexibility to handle last-minute operational changes.
• Willing to travel as required.
• Customer-focused mindset with a passion for ensuring a smooth pilgrimage experience.
• Office-based work with occasional on-ground operational duties at airports, hotels, and pilgrim centers/kursus umrah.
• Flexible working hours, especially during peak Umrah and Hajj seasons.
• Available to work overtime, weekends, and public holidays when necessary.

• Cell phone reimbursement
• Health insurance
• Professional development