Customer Success Specialist | Hotel Reservation | Kuala Lumpur

Job Overview: We are seeking a Mandarin-speaking Customer Success Specialist on behalf of our client, a leading online reservation brand, to deliver exceptional customer experiences and support business growth. In this role, you will support customers via inbound calls, chats and emails, ensuring a smooth online customer experience. You will be part of a high-performing, multicultural support team that represents the clients values of professionalism, quality, and customer-first service. What You Will Do: Provide excellent support to customers via phone, chat and email. Assist with online orders, inquiries, and issue resolution. Educate customers on self-service options and automated banking channels. Conduct call backs for transaction confirmations and reach out for supporting documents as needed. Clarify customer needs, evaluate problems, and provide solutions. Perform specified KYC tasks when required. Handle payments and sensitive data securely. Maintain a professional and empathetic attitude at all times. Stay updated on products and meet performance KPIs. What Makes You A Good Fit: Must have SPM or equivalent qualification. Must have front desk or hotel reservation experience. Fluent in Mandarin and English (spoken & written). Strong communication and problem-solving skills. Able to work on a 24/7 rotational shift, including weekends and public holidays. What We Offer: EPF & SOCSO contributions. Medical insurance is provided. Maternity leave in accordance with statutory requirements. Full training provided with continuous development support. Language allowance for Mandarin speakers. Career growth opportunities within a global company. Supportive, multicultural team environment.