Customer Service Executive
Job Summary
Cobnb Sdn Bhd is seeking a Customer Service Executive to handle guest communications, support check-in and check-out coordination, and manage bookings and operational tasks. The ideal candidate will possess basic communication skills, be willing to learn, and be capable of handling multiple tasks in a customer-focused environment. Fresh graduates are welcome to apply for this role which involves supporting rotating shifts.
Responsibilities
- Handle guest inquiries via live chat, phone calls, email, and booking platforms
- Prepare and manage daily check-in and check-out arrangements
- Review and update bookings in internal systems
- Coordinate with housekeeping on unit readiness and maintenance tickets
- Support rotating shifts (AM / Noon / PM) based on operational needs
Required Skills
- Basic communication skills in English
- Willing to learn and able to handle multiple tasks
- Responsible, detail-oriented, and customer-focused
- Basic computer skills (e.g., email, spreadsheets, booking systems)
Job Details
Guest Communication & Support Handle guest inquiries via live chat, phone calls, email, and booking platforms. Provide timely assistance before, during, and after guest stays. Manage check-in, in-house, and check-out related communications. Check-in & Check-out Coordination Prepare and manage daily check-in and check-out arrangements. Send check-in instructions (CII), reminders, and follow up on guest arrivals. Monitor no-shows and perform basic night audit tasks when required. Booking & System Management Review and update bookings in internal systems. Ensure booking details, payments, and guest information are accurate and up to date. Monitor last-minute bookings and adjust operational plans accordingly. Payment & Documentation Follow-up Track pending payments and refunds. Follow up with guests when necessary and maintain accurate internal records. Operational Coordination Coordinate with housekeeping on unit readiness, damages, and reported issues. Create and follow up on PT / maintenance tickets. Communicate resolutions and charges to guests when applicable. Shift Handover & Daily Operations Maintain and update shift handover notes to ensure smooth continuity across shifts. Support rotating shifts (AM / Noon / PM) based on operational needs. Quality Improvement Identify recurring operational or guest issues. Propose improvements to workflows, communication templates, and service processes. Ad-hoc Support Perform additional operational or customer support tasks as assigned by supervisors. Requirements Fresh graduates are welcome to apply. Basic communication skills in English (additional languages are a plus). Willing to learn and able to handle multiple tasks. Responsible, detail-oriented, and customer-focused. Basic computer skills (e.g., email, spreadsheets, booking systems).