Includes inpatient, outpatient, dental and optical claims, plus an annual medical checkup to keep you at your best.

Health Coverage

Prioritize your peace of mind with access to professional counseling and a culture that values work-life harmony

Mental Wellbeing Support

We reward your hard work with a 13th-month salary for eligible staff and quarterly profit-sharing distributions.

Financial Growth & Rewards

Whether you’re a beginner or improving, join our English, French, or Spanish classes to level up your language skills with the team.

Language Learning Perks

From annual getaways to monthly sports, team lunches/dinner and birthday treats, we make sure there’s always something to celebrate.

Vibrant Team Culture

Enjoy the best of both worlds with up to 2 days of remote work weekly (available for confirmed team members).

Hybrid Work Flexibility

EXO Travel Malaysia

<h3>To expand horizons &amp; create lasting positive impacts through travel</h3>
Our purpose stems from an unwavering commitment to positivity and inspiration, both in our journey as a company and in the experiences we offer. Through shared values, we aim to grow continually, not just as a business but as individuals, fostering a spirit of exploration and discovery in our guests while safeguarding our planet and giving back in every way possible.
From our inception, we have championed travel as a catalyst for good, embedding sustainability at the heart of our operations. We strive to reduce our carbon footprint and that of our clients, ensuring every journey is as responsible as possible. Through our support of over 200 non-profit projects across our destinations, we address the inevitable impacts of travel, contributing to carbon offset initiatives, cultural heritage preservation, and beyond.
Our aspiration is to remain at the forefront of sustainability. As a certified B Corporation, we have a clear roadmap to enhance our positive impact on destinations, the environment, and all our stakeholders, striving always to be a force for good in the world of travel.

Our Purpose

<h3>To deliver consistently excellent services and amazing experiences</h3>
EXO are masters of experiential travel and with over 30 years of experience, we deliver authentic, responsible travel experiences, seamless services and solutions for tour operators, travel agencies and the travel trade.
Our extensive product range has been built from the ground up with a deeply rooted understanding and appreciation of Asia’s rich and diverse cultures. Meticulously crafted travel programs and curated independent hotels formulate experiences that make our customers part of the destination. A truly tailor-made approach where we work as your partner on the ground to develop the right programs and approach to meet and exceed the expectations of your clients. It's this flexible, soft approach to service and embracing the art of travel design is what sets us apart.

Our Mission

<ins>Position Overview</ins>
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.

<ins>Responsibilities:</ins>
<ins>Customer Service Issue Resolution &amp; Guest Support:</ins>
<ul>
<li>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.</li>
<li>Lead the coordination with local travel suppliers to address complex or high-priority disruptions promptly.</li>
<li>Use Tourplan to recheck arrivals, pickups, customer details. </li>
<li>Act as a key leader on the Customer Care team by assisting with strategic planning, reporting, and operational oversight.</li>
<li>Assist review processes and reports to support daily team work to ensure accuracy and prevent errors with inbound, operations, database and product teams.</li>
<li>Provide insights and recommendations to improve processes, enhance service quality, and achieve departmental objectives.</li>
<li>Serve as the acting lead during the Customer Care Manager (GM) absence, ensuring continuity in operations and decision-making as policies and best practices.</li>
<li>Lead serious emergencies response in cooperation with Operations Managers, cover Public Holidays or Annual Leave within the team as required.</li>
<li>Increase feedbacks completed by sharing feedback forms with clients, advising guides to collect feedback and working with operations to share processes. </li>
</ul>
<ins>Quality Control:</ins>
<ul>
<li>Review team interactions to ensure consistency with EXO’s service standards.</li>
<li>Audit customer feedback, assess internal issues and follow-up processes, identifying opportunities for improvement.</li>
<li>Review key suppliers with product and operations teams to ensure highest standards of safety, service and compliance. </li>
<li>Collaborate with internal teams (Operations, Product, Guides) to resolve issues and improve the guest experience.</li>
<li>Liaise with external teams, including suppliers and international agents.</li>
<li>Stay updated on local regulations, cultural norms, and industry trends to anticipate and mitigate potential disruptions.</li>
<li>Assist with feedback analysis to guide training, enhance guest satisfaction, and support continuous improvement.</li>
</ul>

This job is all about delivering top-notch support to travelers at EXO Travel. You might like this job because you’ll resolve guest issues, collaborate with teams, and improve quality—making each trip better for everyone involved!

Kerja ini adalah sebagai Pegawai/Pelaksana Perkhidmatan Pelanggan dan Kawalan Kualiti, di mana anda akan memastikan pengalaman luar biasa bagi tetamu EXO Travel. Anda mungkin berminat dengan kerja ini kerana ia melibatkan penyelesaian isu pelanggan, meningkatkan kualiti perkhidmatan, dan bekerja dalam persekitaran dinamik yang memberi tumpuan kepada kepuasan pelanggan.

Customer Service

Tourism

Sustainable Business

Detail Oriented

Customer Support

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 Issu...

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Company Profile

EXO Travel Malaysia