Customer Service Executive

Position: Customer Service Executive
Salary Range: RM2,800.00 – RM4,000.00 (Depending On Experience)
Reporting to: Head of Department

Company Description:
Golden Destinations by ICE HOLIDAYS Sdn Bhd is a leading B2B travel wholesaler in Malaysia, specializing in providing customized travel packages to partners across the ASEAN region.

As we expand our services into the cruise segment, we are seeking a dedicated Customer Service Executive to join our team. This position plays a key role in driving digital transformation and operational efficiency across our B2B travel services and will work closely with cross-functional teams including business stakeholders, developers, and designers and to ensure that projects are delivered on time, within scope, and aligned with business objectives.

This is a full-time onsite position in ICE HOLIDAYS Sdn Bhd’s office in Malaysia.

Job Responsibilities

Assist customers with travel-related inquiries including corporate travel arrangements, tour packages, bookings, itineraries, fares, destinations, visas, and travel policies

Handle day-to-day travel operations such as flight, hotel, tour, and transportation bookings, including preparation of travel documentation whenever necessary

Provide clear and accurate information on travel requirements including passports, visas, insurance, and relevant health or entry regulations

Liaise with internal teams and external suppliers to ensure smooth coordination and timely delivery of travel services

Manage customer feedback and resolve issues related to flights, accommodations, tours, transportation, or travel disruptions in a professional and customer-focused manner

Support the Corporate Travel team in ensuring service standards and customer satisfaction are consistently met

Maintain proper records of customer interactions, bookings, and transactions for operational and reporting purposes.

Job Requirements

Diploma or Degree in Tourism, Hospitality, Business, or related fields

Fresh graduates are welcome to apply; candidates with 2–3 years of experience in the travel industry will have an added advantage

Good communication and interpersonal skills

Customer-oriented, patient, and solution-driven mindset

Able to work in a fast-paced environment and handle multiple enquiries efficiently

Proficient in basic computer applications (Outlook, Word, Excel); knowledge of travel systems is an added advantage

Benefits

EPF/SOCSO

Annual Leave

Medical Leave

Annual Company trip (For Confirmed Employees)

Group PA insurance (For Confirmed Employees)

Yearly Bonus depending on Company performance and reflect to Individual performance

Twice performance appraisal review annually to identify room for improvement process

Outpatient medical coverage from registered clinics

Employee price for travel packages (For Confirmed Employees)

Company uniform provided

Travelling claims by receipt

Monthly training arrangements from Company

Exclusive employee HR software applications (leaves, claims, payslips etc)

At least once a year Team Building arrangements

Company trip

Monthly / Weekly Company sports & recreations for everyone