Customer Service Representative (Travel Industry)

Company Background: We are seeking Customer Service Representatives with professional proficiency in English, based in Kuala Lumpur. Candidates with prior call centre experience will be given preference. Key Responsibilities: Handle high-level complaints, airline-related issues, and escalations requiring urgent attention. Act as the final contact point for complex customer issues, including manager callbacks and High Value/escalated cases. Perform in-depth root cause analysis, investigate disputes, and determine responsible parties. Manage and prioritize cases daily, ensuring timely updates and resolutions. Provide strong negotiation and decision-making during high-pressure situations (flight disruptions, involuntary changes, fare disputes, no-shows, etc.). Maintain accurate documentation across all relevant systems. Collaborate closely with internal departments for support on case conclusions. Deliver feedback to improve processes, reduce repeated issues, and support continuous service improvement. Handle fast-paced workflows and maintain professionalism during challenging customer interactions. Support other tasks or projects assigned by the Team Leaders. Requirements: Proficient in both verbal and written English and Malay (will have to pass SVAR English test) Minimum 1–2 years of experience in escalations, complaints handling, airline operations (OTA) and manager callbacks. Strong understanding of flight operations (e.g. reissues/refunds/disruption management/ fare rules/ airline processes). Flexible to work in 24/7 environment with various shifts (morning, day, afternoon, and night), including weekends and public holidays. Qualified and interested candidates may apply online or email your updated resume jessie@talentrecruit.com.my Only shortlisted candidates will be notified.