Customer Service Assistant (Fulltime) IMMEDIATE
About the role
We are looking for a responsible, proactive, and customer-oriented Customer Service Assistant to support the daily operations of our Homestay and Café. This role requires strong communication skills, attention to detail, and the ability to work closely with multiple teams to ensure smooth operations and an excellent guest experience.
Training will be provided. Candidates who are willing to learn and grow in hospitality operations are encouraged to apply.
Key Responsibilities
Daily Operations & Guest Management
Handle guest check-in and check-out according to company guidelines.
Manage incoming and outgoing calls, emails, and guest messages professionally.
Provide accurate information about homestay policies, facilities, and local attractions.
Ensure smooth daily operations and positive guest experiences.
Café Operations Management
Oversee daily café operations including opening and closing procedures.
Handle customer orders and payment at the café counter.
Maintain café cleanliness and food safety standards.
Monitor café inventory and arrange supply orders when necessary.
Train and supervise part-time café staff when required.
OTA Coordination & Communication
Serve as the main contact for guest communication via OTA platforms.
Contact OTAs to resolve booking discrepancies or guest issues.
Stay updated on OTA policies and compliance requirements.
Assist guests facing OTA booking issues (e.g., missing reservations or payment issues).
Reporting & Documentation
Maintain and update the following records:
Daily Guest Interaction Log and issue resolution
Refund tracking and documentation (including OTA refunds)
Security deposit monitoring, deductions, and returns
Direct booking records made outside third-party platforms
Submit consolidated reports to the Customer Service Manager.
Homestay Coordination (Key Person Role)
Act as the main liaison for homestay-related inquiries and emergencies.
Coordinate with cleaning and maintenance teams to ensure unit readiness.
Ensure smooth turnover of homestay units.
Homestay Guidelines & Unit Quality
Conduct periodic quality checks of homestay units.
Develop and update guest guidelines (house rules, Wi-Fi information, emergency contacts).
Create and place unit labels (e.g., appliance instructions, checkout procedures).
Ensure all materials are clear and guest-friendly.
Record Keeping & Inventory
Maintain an updated guest database including contact details, stay history, and feedback.
Track inventory items (titbits, free gifts, promotional vouchers).
Maintain organized records for audits and operational tracking.
Issue Resolution & Customer Service
Handle guest complaints promptly and professionally.
Provide practical solutions to resolve guest concerns.
Escalate complex issues to the Customer Service Manager when necessary.
Follow up with guests to ensure satisfaction.
Team Collaboration
Work closely with the cleaning team to coordinate unit turnover and deep cleaning.
Assist other departments during peak periods or new unit launches.
Support overall team operations to ensure smooth daily workflow.
Working Schedule
6 working days per week
Rotational shifts required
Weekend & public holiday availability required
Job Types: Full-time, Permanent
Pay: RM1,900.00 - RM2,500.00 per month
Benefits:
Flexible schedule
Free parking
Professional development
Work Location: In person
Questions about this role
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