Genting Malaysia Berhad

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.
 
With decades of experience and milestones, Genting Malaysia celebrates its 60 Years Diamond Jubilee in 2025, stamping its mark as a leading tourism and entertainment hub with award-winning properties and world-class attractions such as Genting SkyWorlds Theme Park, Skytropolis Indoor Theme Park, Crockfords, and more. Even with all these accolades, Genting Malaysia is constantly expanding and making big waves in the hospitality industry.
 
If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Scope & Responsibilities 

Online Booking & Customer Support

• Handle customer enquiries related to online portal bookings (B2C & B2B)
• Assist with booking issues, amendments, cancellations, and refunds
• Troubleshoot booking, payment, and system-related issues
• Guide customers on portal usage, promotions, and travel products

Vendor & Operations Coordination

• Liaise with vendors (airlines, hotels, tour operators, system providers) to resolve booking issues
• Work closely with internal operations team to ensure accurate booking fulfillment
• Coordinate changes, reconfirmations, and special requests with vendors
• Follow up with vendors and operations to ensure timely resolution

Issue Resolution & Escalation

• Investigate booking discrepancies and service issues
• Escalate complex or urgent cases to operations, IT, or management when required
• Track issues until full resolution and closure

Customer Experience & Service Quality

• Deliver prompt, professional, and courteous customer service
• Handle complaints according to company SOPs
• Maintain clear communication with customers throughout the resolution process

System & Portal Support

• Monitor online portal performance and identify recurring issues
• Assist in testing new portal features, campaigns, and system updates
• Report system bugs, errors, and improvement suggestions

Documentation & Reporting

• Update customer cases and interaction records in the system
• Prepare basic reports on booking issues, vendor performance, and customer feedback
• Support maintenance of FAQs, SOPs, and internal guidelines

Requirements & Qualifications Education

• Certificate or Diploma in Tourism, Hospitality , Customer Relation or related field
• Minimum 3 years’ experience or more in customer service, travel operations, or online booking support
• Experience dealing with vendors and operations teams is an advantage
• Familiarity with online travel portals, booking engines, or GDS is a plus

Skills & Competencies

• Strong communication and coordination skills
• Customer-centric with good problem-solving ability
• Able to manage multiple cases and work under pressure
• Basic knowledge of travel products (flights, hotels, packages)
• Good computer literacy and system adaptability
• Team player with attention to detail and positive attitude
• Proficient in Bahasa Malaysia ,English and Mandarin (additional languages are an advantage

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!