Customer Service Officer

Handle customer enquiries, complaints, requests, and booking-related issues through live chat, social media, email, and telephone. Handle customers with bookings, payments, cancellations, refunds, schedule changes, ticketing, boarding information, operator policies and other Company related matters. Listen to customers carefully, identify the root cause of issues, and provide accurate and appropriate resolutions. Take ownership of customer cases and follow up until the issue is properly resolved or handed over to the appropriate party. Provide clear explanations of Company policies, terms and conditions, and transport operator policies. Handle complaints, urgent cases, and service disruptions professionally, escalating critical matters in accordance with Company procedures. Maintain accurate customer service records, case notes, and supporting documents in the Customer Service systems. Liaise with internal departments (eg: Marketing, Finance, IT, Sales & etc) and external transport operators to investigate cases and resolves customer issues. Represent the Company professionally in all customer interactions and maintain good working relationships with customers, colleagues, and transport operators. Contact transport operators directly to investigate cases involving trip cancellations, no-shows, schedule changes, boarding problems, passenger issues, refunds, lost items, operational incidents, and other service-related matters. Communicate clearly and professionally while maintaining a positive and customer-focused approach, especially when handling dissatisfied customers. Escalate cases involving safety concerns, serious complaints, potential fraud, payment disputes, major operational disruptions, or other critical matters according to company procedures. Deliver professional, empathetic, and customer-focused service across all communication channels. Identify opportunities to improve the overall customer journey and support experience. Requirements: Multilingual communication skills, particularly English & Bahasa Malaysia. Mandarin/Chinese are an advantage. Previous experience in customer service, contact centre, e-commerce, online booking platforms, travel, transportation, or related industries is an advantage. Strong written and verbal communication skills. Able to communicate professionally with customers, internal teams, and external business partners. Good problem-solving and investigative skills. Able to handle multiple cases and communication channels simultaneously. Able to work independently while also collaborating effectively with different departments. Good time management and ability to prioritize cases based on urgency and SLA. Comfortable working in a fast-paced, high-volume customer service environment. Willing to work rotating shifts, weekends, and public holidays.