Customer Service Manager (Malaysia)

Purpose of the role

The CS Manager at Asian Trails Malaysia will be managing Customer Service department within the destination. The position requires maintaining service level agreements (SLAs) with overseas agents, ensuring that every aspects of a booking complies with the requirements and contract, performing investigations on complaints and disputes as well as preparing contingency and compensation plans in-line with the company policy. The position will also include active involvement in sustainability projects and compliance.

Overall Responsibilities:

  • Manage issues pertaining operations and customer service while providing contingency/compensation plan for complaints during the tour and post-tour
  • Proactively identify and implement new SOPs and solutions to constantly improve service levels and performance
  • Empower Customer Service team to meet operational goals and NPS annual target
  • Monitor and strengthen relationship with ground suppliers and tour providers by maintaining high level of cooperation, quarterly assessment and training
  • Participate in new product research and development ensuring health and safety compliance as well as sustainability measures are being implemented
  • Facilitate in Asian Trails group marketing activities (acquiring new products, destination updates, article write-ups and managing content deadlines)
  • Goal setting, performance review and appraisal of all department members
  • Monitor and provide training to the Customer Service Representative
  • Lead coordinator for Travelife sustainability compliance, implementation and certification for Asian Trails Malaysia


  • Bachelor Degree/Higher Education in the hospitality and tourism industry
  • Minimum 8-10 years experiences in a travel & tourism company
  • Minimum 5-8 years experiences in managerial level
  • Proven track record of individual or group handling capabilities
  • Having a capability in developing standard, quality management, coordination and coaching techniques
  • Good command of English โ€“ both verbally and in writing โ€“ is essential
  • Knowledge of Malaysia and its destinations is a must
  • Experience with Destination Management software is an advantage
  • Excellent command of Microsoft Office applications (Excel, Word, Outlook) and excellent computing skills
  • Able to work under pressure, meet tight deadlines and work flexible hours during peak season. A “Can Do” attitude and positive thinking that includes creative thinking is an asset
  • This position is open for Malaysian & foreign nationals

Asian Trails will only consider those with a genuine interest in joining a dynamic inbound travel. Interested and potential candidates are invited to send us your updated resume, including a cover letter with salary expectations, a current photo (not older than 6 months), a copy of all relevant certificates and state why Asian Trails would benefit in hiring the suitable candidate in English in Word to Ms Izzaty or Ms Natasha via email:


Please note: only shortlisted candidates will be contacted

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