Customer Support Executive

About the Company

About the Role

Responsibilities

• ● Customer Enquiry Management
• ● Manage enquiries received through WhatsApp, email, calls, social media, and other official channels.
• ● Acknowledge and respond to every enquiry within the stipulated Service Level Agreement (SLA).
• ● Understand the customer's actual concern before responding.
• ● Provide clear, complete, and accurate information regarding packages, bookings, payments, documentation, rooming, visas, flights, add-ons, and departure arrangements.
• ● Review booking details and previous communication before providing a response.
• ● Follow up on all pending enquiries until they are resolved and officially closed.
• ● Ensure no enquiry is ignored, overlooked, or left unattended.
• ● Other task as assigned
• ● Professional Communication & Service Quality
• ● Follow approved scripts, templates, FAQs, SOPs, and Terms & Conditions.
• ● Communicate professionally, respectfully, clearly, and empathetically at all times.
• ● Personalise responses according to the customer's actual situation.
• ● Ensure responses are free from rude, defensive, dismissive, careless, misleading, or inappropriate wording.
• ● Proofread all written communication before sending.
• ● Avoid assumptions, unverified information, unauthorised promises, compensation, refunds, upgrades, or admission of liability.
• ● Participate in communication audits, coaching, role-play exercises, and service-quality training.
• ● Other task as assigned
• ● Complaint Resolution & Escalation
• ● Handle complaints calmly, objectively, and with empathy.

Requirements

• ● Diploma or Bachelor's Degree in Customer Service, Tourism, Hospitality, Business Administration, Communication, Islamic Studies, or a related field.
• ● Minimum 1-3 years of experience in customer service, travel, tourism, hospitality, contact centre, or Umrah operations.
• ● Excellent written and verbal communication skills in Bahasa Melayu and English. Arabic communication skills are an added advantage.
• ● Strong customer-service etiquette with the ability to communicate professionally, respectfully, and empathetically.
• ● Able to follow approved communication scripts while personalising responses according to the customer's situation.
• ● Confident in managing official WhatsApp groups, customer communities, and high-volume enquiries.
• ● Strong presentation and public-speaking skills, with the confidence to conduct product and pre-departure briefings.
• ● Good understanding of Umrah products, itineraries, documentation, flights, hotels, rooming arrangements, and customer requirements.
• ● Basic understanding of Islamic values, Umrah procedures, and appropriate etiquette when serving Duyufurrahman.
• ● Strong attention to detail and able to verify information before communicating or blasting announcements.
• ● Good problem-solving, complaint-handling, conflict-management, and escalation skills.
• ● Able to work closely with Operations, Product, Sales, Finance, Mutawwif, Haramain, and other internal teams.
• ● Proficient in WhatsApp Business, email, Google Workspace, Microsoft Office, booking systems, dashboards, and customer-tracking tools.
• ● Able to manage multiple WhatsApp groups, enquiries, schedules, follow-ups, and deadlines simultaneously.
• ● Willing to participate in scheduled product briefings, airport duties, pre-departure activities, and operational rotations.
• ● Willing to work outside standard office hours, including weekends and public holidays, when required by departure schedules or operational needs.
• ● Able to remain calm and professional when handling complaints, emergencies, last-minute changes, and high-pressure situations.
• ● Organised, disciplined, proactive, accountable, and able to work independently with minimum supervision.
• ● Demonstrates integrity, confidentiality, teamwork, empathy, patience, and a strong sense of responsibility.
• ● Must maintain professional appearance, conduct, and communication when representing IKHLAS.com.