Customer Success Specialist (Reservation) - Korean Native
Kuala Lumpur
Permanent
Full-time
1 month ago
Job Responsibility Assist guests in planning and booking reservations for Integrated Resort products and services. Identify and understand guests needs to provide tailored and personalized solutions. Demonstrate a customer-centric approach in all interactions with both internal and external guests across various communication channels. Deliver a high-touch, premium experience in line with the Company s Service Strategy. Address and resolve first-level guest complaints with professionalism and a positive attitude. Respond to service requests promptly and efficiently, demonstrating agility and flexibility. Utilize sound judgment and emotional intelligence when managing guest concerns, and proactively escalate complex issues to the Manager on Duty for resolution. Stay well-informed about hotel events and activities to ensure accurate and timely information is provided to guests. Act swiftly and appropriately during emergency situations in accordance with hotel safety protocols. Contribute to the achievement of individual and team performance goals (KPIs). Job Requirements Demonstrated experience in hotel reservations, concierge services, or customer service roles is a plus. Strong command of English & Korean is required; proficiency in multiple languages is highly desirable. Exceptional verbal and written communication skills. Courteous, confident, and possesses a high level of patience. Strong customer-first mindset and ability to perform well under pressure. Able to remain calm and professional when handling complaints or emergency situations. Capable of managing multiple tasks simultaneously and comfortable using digital tools and applications. Willingness to work on rotational shifts, including weekends, public holidays, and overnight shifts as required by operational needs. Job Benefits Provided training. Rotational Shift; 24/7, 5 working days. Provided language allowance. Provided housing allowance. Annual leave/Medical leave. Show more Show less