Assistant Manager Customer Support

Job Description

Job Title: Assistant Manager Customer Support & Administration

Location: IKHLAS HQ Office, 8th Floor, South Block, 8.01, The Ampwalk, 218, Jln Ampang,

50450 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur

Division: Umrah Department

Reports To: Head of Department / General Manager, Umrah

Direct Reports: Supervisors as assigned, Customer Support Executives and

assigned administrative personnel

The Assistant Manager, Customer Support & Administration is responsible for leading

the Customer Support function and overseeing the administrative, regulatory, billing,

procurement, audit, inventory, and asset-management requirements of the Umrah

Department.

The role ensures that all jemaah receive timely, accurate, professional, and

empathetic support throughout their journey. It also ensures that departmental

licences, authority submissions, agency-related requirements, administrative

records, supplier billing, Umrah item orders, audit documentation, inventory, and

assets are properly managed and compliant with company policies.

The position serves as the main coordination point between Customer Support,

Operations, Product, Sales, Finance, Mutawwif, Haramain, government authorities,

agencies, vendors, and other relevant stakeholders.

Key Responsibilities

1. Customer Support Leadership & Service Quality

• Lead, supervise, coach, and monitor the daily performance of the Customer Support Team.
• Plan manpower allocation, duty rosters, WhatsApp group assignments, product briefings, and operational rotations.
• Ensure all customer enquiries received through WhatsApp, email, telephone, social media, and other official channels are acknowledged and resolved within the approved SLA.
• Ensure the team complies with approved scripts, templates, FAQs, SOPs, Terms & Conditions, and escalation procedures.
• Conduct regular quality checks on customer responses for professionalism, accuracy, empathy, clarity, and completeness.
• Correct inappropriate, incomplete, inaccurate, defensive, or unprofessional customer communication.
• Monitor unresolved, overdue, repeated, sensitive, VIP, legal, refund, medical, and high-risk cases.
• Approve responses within the position’s authority and escalate matters requiring management approval.
• Conduct coaching, role-play exercises, product assessments, and refresher training.
• Review customer feedback, complaints, recurring enquiries, and service-quality gaps.
• Prepare corrective and preventive action plans to improve the customer experience.
• Ensure compliance with PDPA, confidentiality requirements, and company policies.
• Other task as assigned

2. Jemaah Community, Briefing & Operational Coordination

• Oversee the creation and management of official WhatsApp groups and communities for every Umrah departure.
• Ensure the Customer Support Team responds professionally and consistently in jemaah WhatsApp groups.
• Review and approve important announcements before they are shared with customers.
• Coordinate the accurate blasting of:

○ Raudhah information and schedules.

○ Flight details and airport assembly times.

○ Hotel and rooming information.

○ Itineraries and programme schedules.

○ Documentation and payment deadlines.

○ Course and pre-departure briefing details.

○ Operational amendments and urgent notices.

• Ensure only confirmed and approved information is communicated to customers.
• Oversee corrections or retractions when inaccurate or outdated information has been shared.
• Coordinate final product and pre-departure briefings with Operations, Product, Mutawwif, Sales, and other relevant teams.
• Ensure Customer Support Executives participate in product presentations and operational assignments on a scheduled rotational basis.
• Assess the team’s product knowledge, presentation skills, and readiness before they conduct briefings.
• Participate in selected product briefings, airport duties, customer registration, and critical operational activities.
• Ensure proper task handover when team members are assigned to operational rotations.
• Use operational feedback to improve scripts, FAQs, customer communication, and briefing materials.
• Other task as assigned

3. Authorities, Licensing & Agency Administration

• Oversee all administrative matters involving government authorities, ministries, regulators, tourism agencies, and other relevant bodies.
• Monitor the validity and renewal deadlines of licences, permits, registrations, certifications, memberships, and departmental approvals.
• Coordinate the preparation, submission, renewal, amendment, and safekeeping of authority-related documentation.
• Maintain a central compliance calendar and provide early reminders for all expiry and renewal dates.
• Liaise professionally with relevant ministries, agencies, authorities, and external representatives.
• Coordinate responses to official letters, enquiries, inspections, notices, hearings, or requests for supporting documents.
• Ensure submissions are accurate, complete, approved, and made within the stipulated deadlines.
• Maintain organised physical and digital records of:

○ Licences and permits.

○ Authority correspondence.

○ Agency appointments and registrations.

○ Agreements and supporting documents.

○ Submission receipts and acknowledgements.

○ Inspection and compliance records.

○ Renewal and payment records.

• Immediately escalate any compliance risk, expired licence, late submission, authority complaint, penalty, or regulatory concern.
• Coordinate with Legal, Finance, Company Secretary, Risk, Compliance, or management when required.
• Ensure regulatory information and documentation remain confidential and accessible only to authorised personnel.
• Other task as assigned

4. Billing, Procurement & Umrah Item Management

• Oversee departmental billing and administrative coordination with vendors,suppliers, partners, agencies, and Finance.
• Verify invoices, supporting documents, purchase orders, delivery orders, quotations, approvals, quantities, prices, and cost centres before submission.
• Ensure all billing documents are complete, accurate, properly authorised, and submitted within the required timeline.
• Maintain a billing tracker covering submission dates, approval status, outstanding documents, payment status, and disputes.
• Reconcile supplier invoices against approved quotations, purchase orders, delivery orders, contracts, and items received.
• Follow up on incomplete invoices, discrepancies, credit notes, duplicate billing, disputed charges, and outstanding payments.
• Ensure the segregation of duties and approval limits are followed. The Assistant Manager must not approve personal or unauthorised purchases.
• Coordinate the sourcing, quotation comparison, ordering, delivery, storage, and distribution of Umrah items, including:

○ Luggage and travel bags.

○ Ihram and telekung.

○ ID cards, lanyards, luggage tags, and RFID items.

○ Booklets, travel kits, and briefing materials.

○ Uniforms and operational supplies.

○ Gifts, merchandise, and other approved jemaah items.

• Monitor stock levels and establish minimum and reorder levels according to departure forecasts.
• Prevent over-ordering, stock shortages, duplicate orders, unauthorised purchases, and wastage.
• Conduct quantity and quality checks upon delivery and report damaged, incomplete, or incorrect items.
• Maintain accurate records of stock received, issued, returned, damaged, missing, and disposed of.
• Coordinate stock distribution based on confirmed passenger numbers and departure schedules.
• Prepare monthly billing, procurement, inventory, and outstanding-payment reports.
• Other task as assigned

5. Audit, Asset Control & Departmental Administration

• Serve as the department’s main coordinator for internal audits, external audits, compliance reviews, and management inspections.
• Prepare and maintain complete audit trails, supporting documents, evidence, trackers, approvals, and reconciliations.
• Ensure audit requests are assigned, monitored, and completed within the stipulated deadline.
• Address audit findings and implement corrective and preventive action plans.
• Track the closure of audit observations and provide progress reports to management.
• Maintain a complete and updated Umrah Department asset register.
• Oversee the tagging, assignment, movement, handover, return, maintenance, verification, and disposal of departmental assets.
• Manage assets including laptops, mobile phones, SIM cards, printers, operational equipment, event items, storage equipment, and other company-owned property.
• Ensure every asset is supported by an acknowledgement or handover form.
• Conduct scheduled physical asset verification and reconcile the results against the asset register.
• Report missing, damaged, untagged, unauthorised, or obsolete assets immediately.
• Coordinate asset repairs, replacement, write-off, transfer, and disposal according to company policy and approval requirements.
• Maintain proper departmental filing, document control, version control, and retention records.
• Prepare weekly and monthly management reports covering:

○ Customer Support performance.

○ Complaints and escalations.

○ WhatsApp group management.

○ Licensing and compliance status.

○ Billing and outstanding payments.

○ Procurement and inventory.

○ Audit findings and closure.

○ Asset status and discrepancies.

• Other task as assigned

People Management Responsibilities

• Establish clear roles, targets, duty schedules, and performance expectations for team members.
• Conduct daily or weekly team briefings and operational updates.
• Monitor attendance, punctuality, productivity, response quality, and task completion.
• Conduct regular one-to-one coaching and performance reviews.
• Identify training and development requirements.
• Recommend recognition, corrective action, performance improvement plans, or disciplinary action when required.
• Promote teamwork, accountability, professionalism, Islamic values, and a customer-first culture.
• Ensure adequate manpower coverage during peak periods, weekends, public holidays, and departure activities.
• Other task as assigned

Decision-Making Authority

The Assistant Manager may:

• Assign customer cases, WhatsApp groups, briefings, and operational rotations.
• Review and approve standard customer responses within the approved SOP and authority limit.
• Escalate or reassign sensitive, overdue, or high-risk cases.
• Verify administrative, billing, procurement, inventory, audit, and asset documents.
• Recommend purchases, supplier appointments, process improvements, corrective actions, and staff training.

The Assistant Manager may not:

• Commit to refunds, compensation, free upgrades, waivers, purchases, contracts, or liabilities without the required approval.
• Communicate unverified operational information.
• Sign regulatory documents or agreements beyond the delegated authority.
• Approve their own purchases, claims, or transactions.

Key Performance Indicators

Customer Support

• 100% of enquiries acknowledged within the approved SLA.
• Zero unattended or unjustifiably overdue enquiries.
• Minimum 95% compliance with scripts, SOPs, and communication standards.
• Minimum 90% customer communication quality score.
• 100% timely escalation of sensitive and high-risk cases.
• Achievement of the department’s customer satisfaction target.
• Reduction in repeated complaints caused by inaccurate or incomplete responses.

Community & Briefing

• 100% of departure groups assigned and managed according to schedule.
• 100% accuracy of Raudhah, itinerary, flight, briefing, and operational announcements.
• Zero unauthorised communication of draft or unverified information.
• 100% completion of assigned product briefings and operational rotations.

Administration & Compliance

• 100% of licences, permits, and registrations renewed before expiry.
• Zero regulatory penalties caused by missed or incomplete submissions.
• 100% of authority correspondence tracked and completed within the deadline.
• Complete and audit-ready administrative records.

Billing, Procurement & Inventory

• 100% of invoices supported by complete and verified documentation.
• Timely submission and follow-up of departmental billing.
• Zero unauthorised or duplicate purchases.
• Accurate inventory records and minimum stock discrepancies.
• Timely availability of Umrah items before departure.

Audit & Assets

• 100% of audit requests completed within the stipulated timeline.
• Timely closure of audit findings and corrective actions.
• 100% of departmental assets recorded, tagged, and assigned.
• Zero unexplained missing assets.
• Completion of scheduled physical asset verification.

Skills & Qualifications

• Bachelor’s Degree in Business Administration, Customer Service, Tourism, Hospitality, Management, Finance, Communication, or a related field.
• Minimum 4–6 years of relevant experience in customer support, administration, tourism, travel, hospitality, contact centre, or Umrah operations.
• Minimum 1–2 years of experience in a supervisory or team-leadership capacity.
• Experience dealing with government authorities, licensing, regulatory submissions, or agency administration is preferred.
• Knowledge of billing processes, purchase orders, invoices, procurement, inventory, audits, and asset control.
• Strong understanding of customer-service governance, complaint management, escalation, and service-quality monitoring.
• Excellent written and verbal communication skills in Bahasa Melayu and English. Arabic is an added advantage.
• Strong leadership, coaching, delegation, decision-making, and performance-management capabilities.
• Confident in conducting presentations, product briefings, management updates, and meetings with external stakeholders.
• Good understanding of Umrah products, itineraries, documentation, rooming, flights, hotels, customer requirements, and operational processes.
• Understanding of Islamic values and appropriate etiquette when serving Duyufurrahman.
• Strong analytical, problem-solving, negotiation, and conflict-resolution skills.
• High attention to detail with strong documentation and record-management discipline.
• Proficient in Microsoft Office, Google Workspace, WhatsApp Business, booking systems, dashboards, inventory trackers, and customer-service tools.
• Able to manage multiple priorities, deadlines, departments, vendors, and departure schedules.
• Able to handle confidential, sensitive, regulatory, financial, and customer information responsibly.
• Willing to participate in airport duties, product briefings, operational rotations, weekends, public holidays, and after-office-hours assignments when required.
• Demonstrates integrity, accountability, professionalism, empathy, patience, teamwork, and a strong sense of ownership.