Job Description

Position Overview

As the Customer Care and Quality Control Officer/ Executive, you will lead daily efforts ensure exceptional support for EXO Travel guests during their journeys and be the front facing support for on the ground guests and agent partners for any operations issues. You will ensure smooth issue resolution, maintain high-quality service standards, and foster a culture of continuous improvement both internally and externally with customers.

Responsibilities:

Customer Service Issue Resolution & Guest Support:

• Handle escalated guest issues and customer check in phone calls,  including in-country and post-trip complaints providing practical and timely solutions to ensure satisfaction.
• Lead the coordination with local travel suppliers to address complex or high-priority disruptions promptly.
• Use Tourplan to recheck arrivals, pickups, customer details. 
• Act as a key leader on the Customer Care team by assisting with strategic planning, reporting, and operational oversight.
• Assist review processes and reports to support daily team work to ensure accuracy and prevent errors with inbound, operations, database and product teams.
• Provide insights and recommendations to improve processes, enhance service quality, and achieve departmental objectives.
• Serve as the acting lead during the Customer Care Manager (GM) absence, ensuring continuity in operations and decision-making as policies and best practices.
• Lead serious emergencies response in cooperation with Operations Managers, cover Public Holidays or Annual Leave within the team as required.
• Increase feedbacks completed by sharing feedback forms with clients, advising guides to collect feedback and working with operations to share processes. 

Quality Control:

• Review team interactions to ensure consistency with EXO’s service standards.
• Audit customer feedback, assess internal issues and follow-up processes, identifying opportunities for improvement.
• Review key suppliers with product and operations teams to ensure highest standards of safety, service and compliance. 
• Collaborate with internal teams (Operations, Product, Guides) to resolve issues and improve the guest experience.
• Liaise with external teams, including suppliers and international agents.
• Stay updated on local regulations, cultural norms, and industry trends to anticipate and mitigate potential disruptions.
• Assist with feedback analysis to guide training, enhance guest satisfaction, and support continuous improvement.

Job Requirements

Qualifications

• Strong communication, coaching, and team management skills.
• Excellent command of written and spoken English. Knowledge of Spanish or French is a plus in Peninsular Malaysia
• Minimum of 2 years of experience in a role in customer service, travel or hospitality industries.
• Proven track record in training and mentoring teams to achieve higher performance.
• Ability to handle escalations effectively and support both team and management needs.
• Able to maintain composure and provide support to the team during high-pressure situations.
• Familiarity with customer service platforms is advantageous.
• Knowledge of top travel destinations throughout both East and West Malaysia

Skills 

• Empathetic, patient, and skilled at handling high-pressure situations.
• Strong decision-making, analytical, and organizational skills.
• Excellent communication and relationship-building skills across teams and with external partners.
• Proficient in G Suite, Excel Zendesk, messaging apps and customer relationship management tools.

Skills