Job Description

Job Title: Customer Support Experience Executive

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: Assistant Manager & Supervisor as assigned by HOD

The Customer Support Executive is responsible for managing and validating the complete travellers’ namelist and ensuring all information is accurately reflected in the Master Guest List (MGL).

The Customer Support Executive is responsible for supporting jemaah throughout their customer journey from booking and pre-departure preparation until the completion of their Umrah journey.

The role manages customer enquiries, official WhatsApp communities, operational announcements, Raudhah information, pre-departure briefings, and cross-functional duties with the Operations Team. All communication must follow IKHLAS.com’s approved scripts, SOPs, Terms & Conditions, and servicequality standards.

Key Responsibilities:

1. Customer Enquiry Management

● Manage enquiries received through WhatsApp, email, calls, social media, and other official channels.

● Acknowledge and respond to every enquiry within the stipulated Service Level Agreement (SLA).

● Understand the customer’s actual concern before responding.

● Provide clear, complete, and accurate information regarding packages, bookings, payments, documentation, rooming, visas, flights, add-ons, and departure arrangements.

● Review booking details and previous communication before providing a response.

● Follow up on all pending enquiries until they are resolved and officially closed.

● Ensure no enquiry is ignored, overlooked, or left unattended.

● Other task as assigned

2. Professional Communication & Service Quality

● Follow approved scripts, templates, FAQs, SOPs, and Terms & Conditions.

● Communicate professionally, respectfully, clearly, and empathetically at all times.

● Personalise responses according to the customer’s actual situation.

● Ensure responses are free from rude, defensive, dismissive, careless, misleading, or inappropriate wording.

● Proofread all written communication before sending.

● Avoid assumptions, unverified information, unauthorised promises, compensation, refunds, upgrades, or admission of liability.

● Participate in communication audits, coaching, role-play exercises, and service-quality training.

● Other task as assigned

3. Complaint Resolution & Escalation

● Handle complaints calmly, objectively, and with empathy.

● Identify the cause of the complaint and gather all relevant information before responding.

● Provide the appropriate solution within the employee’s authorised scope.

● Escalate sensitive, repeated, high-risk, VIP, legal, refund, medical, operational, or unresolved cases according to the escalation matrix.

● Immediately inform the Supervisor or Manager of any issue that may affect customers, operations, compliance, or company reputation.

● Follow up with the responsible department and keep the customer updated until resolution.

● Never argue with customers or close a case without proper confirmation and documentation.

● Other task as assigned

4. Booking Verification & Cross-Department Coordination

● Verify customer information against the booking system, Master Guest List, payment records, passport details, room type, family grouping, add-ons, and other relevant documents.

● Coordinate with Sales, Operations, Product, Finance, Visa, Airport Operations,Mutawwif, and Haramain teams.

● Ensure customers receive consistent and verified information across all departments.

● Highlight incomplete documents, payment issues, booking discrepancies, special requests, health conditions, or operational concerns.

● Communicate amendments, deadlines, Terms & Conditions, and pre-departure requirements clearly.

● Avoid providing operational confirmation without verification from the responsible department.

● Other task as assigned

5. Case Documentation, Reporting & Accountability

● Record every enquiry, response, complaint, follow-up, escalation, and resolution in the approved system or tracker.

● Maintain accurate case notes and supporting evidence.

● Monitor pending cases and prepare daily or weekly reports on enquiry and resolution status.

● Identify repeated complaints, service gaps, and common customer concerns for management review.

● Maintain customer confidentiality and comply with PDPA and company policies.

● Take responsibility for missed enquiries, delayed follow-ups, incorrect information, or failure to follow scripts and SOPs.

● Perform other related duties as assigned by the Supervisor, Manager, or Head of Department.

● Other task as assigned

6. Raudhah Slot, Schedule and Information Blasting

● Prepare and share approved Raudhah registration information, schedules, reminders, and instructions with jemaah.

● Blast confirmed itineraries, flight details, gathering times, hotel information, courses, briefings, documentation deadlines, and other operational updates.

● Ensure all announcements are clear, accurate, properly formatted, and released according to the approved communication schedule.

● Verify all information with the Operations Team before blasting it to customers.

● Clearly highlight any changes, deadlines, actions required, or important conditions.

● Track acknowledgement or response from jemaah when confirmation is required.

● Immediately issue an approved correction or retraction if inaccurate or outdated information has been shared.

● Maintain a record of all announcements and updates communicated to each group.

● Avoid sharing unconfirmed schedules, draft itineraries, or internal information.

● Other task as assigned

7. Product Briefing and Customer Presentation

● Participate in the final product and pre-departure briefing before jemaah travel.

● Present assigned sections covering package inclusions, itinerary, hotels, flights, rooming arrangements, add-ons, Terms & Conditions, and customer responsibilities.

● Explain operational procedures such as airport assembly, baggage requirements, travel documents, group movement, and communication channels.

● Answer customer questions professionally and refer unconfirmed operational matters to the responsible team.

● Study and understand the assigned Umrah product before conducting any presentation.

● Attend internal product briefings conducted by Product, Operations, Mutawwif, and Haramain teams.

● Use only the latest approved presentation deck, itinerary, script, and operational information.

● Support the registration counter, customer verification, attendance, document checking, and briefing-day arrangements when assigned.

8. Jemaah WhatsApp Group and Community Management

● Create, organise, monitor, and manage official WhatsApp groups for each Umrah departure.

● Welcome jemaah and communicate the group’s purpose, rules, and communication guidelines.

● Respond to enquiries raised in the jemaah WhatsApp group and official community channels.

● Ensure all responses are professional, respectful, accurate, and consistent.

● Share only information that has been verified and approved by the responsible department.

● Monitor inappropriate messages, misinformation, repeated questions, complaints, and sensitive discussions.

● Coordinate with the Operations Team, Mutawwif, and relevant departments before responding to operational matters.

● Maintain customer confidentiality and prevent the unauthorised sharing of personal information.

● Ensure the WhatsApp group remains organised, informative, supportive, and focused on the jemaah’s journey.

9. Operational Rotation and Cross-Functional Support

● Participate in scheduled rotational assignments with the Operations Team to gain practical exposure to the complete Umrah customer journey.

● Support selected operational duties, which may include:

○ Pre-departure briefing and customer registration.

○ Airport check-in and jemaah movement.

○ Document and namelist verification.

○ Rooming and family-grouping confirmation.

○ Luggage, wheelchair, meal, insurance, and other add-on verification.

○ Coordination with Mutawwif and ground-operation representatives.

○ Handling customer issues during critical operational periods.

● Complete a post-assignment report highlighting observations, customer issues, operational gaps, and recommended improvements.

● Apply operational knowledge gained from the rotation when handling future customer enquiries.

● Maintain clear accountability for regular Customer Support duties during the rotation through proper task handover.

● Perform other related assignments as directed by the Supervisor, Manager, or Head of Department.

Recommended Core KPIs

● 100% of enquiries acknowledged within the approved SLA.

● Zero unattended or unjustifiably overdue enquiries.

● Zero unattended enquiries in official WhatsApp groups and communities.

● Minimum 95% compliance with approved scripts and SOPs.

● Minimum 90% communication-quality audit score.

● 100% accuracy of information communicated to customers.

● 100% timely escalation of sensitive and high-risk cases.

● Complete documentation of every customer interaction.

● Reduction in repeated enquiries caused by incomplete responses.

● Achievement of the department’s Customer Satisfaction Score target.

SKILLS & QUALIFICATIONS

● Diploma or Bachelor’s Degree in Customer Service, Tourism, Hospitality, Business Administration, Communication, Islamic Studies, or a related field.

● Minimum 1–3 years of experience in customer service, travel, tourism, hospitality, contact centre, or Umrah operations.

● Excellent written and verbal communication skills in Bahasa Melayu and English. Arabic communication skills are an added advantage.

● Strong customer-service etiquette with the ability to communicate professionally, respectfully, and empathetically.

● Able to follow approved communication scripts while personalising responses according to the customer’s situation.

● Confident in managing official WhatsApp groups, customer communities, and high-volume enquiries.

● Strong presentation and public-speaking skills, with the confidence to conduct product and pre-departure briefings.

● Good understanding of Umrah products, itineraries, documentation, flights, hotels, rooming arrangements, and customer requirements.

● Basic understanding of Islamic values, Umrah procedures, and appropriate etiquette when serving Duyufurrahman.

● Strong attention to detail and able to verify information before communicating or blasting announcements.

● Good problem-solving, complaint-handling, conflict-management, and escalation skills.

● Able to work closely with Operations, Product, Sales, Finance, Mutawwif, Haramain, and other internal teams.

● Proficient in WhatsApp Business, email, Google Workspace, Microsoft Office, booking systems, dashboards, and customer-tracking tools.

● Able to manage multiple WhatsApp groups, enquiries, schedules, follow-ups, and deadlines simultaneously.

● Willing to participate in scheduled product briefings, airport duties, pre-departure activities, and operational rotations.

● Willing to work outside standard office hours, including weekends and public holidays, when required by departure schedules or operational needs.

● Able to remain calm and professional when handling complaints, emergencies, last-minute changes, and high-pressure situations.

● Organised, disciplined, proactive, accountable, and able to work independently with minimum supervision.

● Demonstrates integrity, confidentiality, teamwork, empathy, patience, and a strong sense of responsibility.

● Must maintain professional appearance, conduct, and communication when representing IKHLAS.com.