Senior Executive - One Hub Reservation Centre

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 Description

The Senior Executive – Call Centre will be responsible for supporting the efficient operation of the call centre and contributing to the execution of business strategies aimed at enhancing customer acquisition, service quality, and overall retention. The incumbent will be required to uphold operational excellence, ensure service consistency, and provide supervisory support to maintain a productive and professional work environment.

Key Responsibilities

• Contribute to the enhancement of customer acquisition and retention initiatives to support business objectives within a competitive market landscape.
• Support and execute management’s strategic plans to drive continuous business growth and operational efficiency.
• Monitor, review, and recommend improvements to business processes and system functionalities to ensure effective operations and improved team productivity.
• Provide coaching, guidance, and performance oversight to team members to ensure achievement of departmental targets and adherence to company policies and procedures.
• Manage and respond to customer enquiries promptly and professionally, ensuring service excellence and preserving the organisation’s brand promise.
• Assist the Manager with the coordination and management of day-to-day operational activities, including the upkeep of office supplies, equipment, and facilities to ensure a conducive and professional workplace.
• Plan, oversee, and optimise manpower allocation to support seamless operations at supervisory and staff levels.
• Conduct quality assessments and monitor customer satisfaction metrics to identify improvement opportunities and elevate the customer experience.
• Undertake any ad-hoc assignments or projects as required to support team objectives, management directives, and overall call centre productivity.

Job Requirements

• Minimum Diploma or Degree in a relevant discipline with at least 3 years of experience in business operations, including a minimum of 2 years in a supervisory capacity.
• Excellent command of written and spoken English; proficiency in Mandarin will be an added advantage.
• Demonstrated ability to multitask, prioritise responsibilities, and meet deadlines in a fast-paced environment.
• Strong customer service orientation with the ability to manage diverse customer interactions professionally.
• Excellent interpersonal, analytical, and presentation skills.
• Proven stakeholder management abilities and strong communication skills.
• Strong planning, organisational, and execution competencies with a focus on meeting performance objectives.
• Meticulous, results-oriented, proactive, and innovative in problem-solving.
• Well-groomed and professional

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!