Job Description

Job Title: Customer Support & Administration Executive

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

50450 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur

Reports To: Assistant Manager, Customer Support & Administration

Role Summary:

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

The position manages customer enquiries, official WhatsApp communities, Raudhah and operational announcements, complaints, case documentation, and pre-departure briefings.

The Executive will also assist the Assistant Manager in the daily administrative operations of the Umrah Division, including authority and licensing documentation, agency and ministry correspondence, billing administration, procurement of Umrah items, inventory records, audit preparation, asset control, and departmental filing.

All duties must comply with IKHLAS.com’s approved scripts, SOPs, Terms & Conditions, approval limits, service standards, and company policies.

Key Responsibilities

1. Customer Enquiry, Communication and Complaint Management

• Manage customer enquiries received through WhatsApp, email, telephone, social media, and other official channels.
• Acknowledge and respond to enquiries within the approved Service Level Agreement.
• Understand the customer’s concern and review relevant booking information before responding.
• Provide clear and accurate information regarding:

○ Umrah packages and inclusions.

○ Bookings and payments.

○ Passport, visa, and documentation requirements.

○ Flights, hotels, transportation, and itineraries.

○ Rooming arrangements and family grouping.

○ Luggage, meals, insurance, wheelchair, and other add-ons.

○ Pre-departure and airport arrangements.

• Follow approved scripts, FAQs, templates, SOPs, and Terms & Conditions.
• Communicate professionally, respectfully, clearly, and empathetically.
• Personalise responses according to the customer’s actual situation.
• Proofread all written communication before sending it.
• Follow up on pending enquiries until they are resolved and officially closed.
• Handle complaints calmly and gather complete information before providing a response.
• Escalate VIP, legal, refund, medical, operational, repeated, sensitive, or unresolved cases to the Assistant Manager.
• Avoid providing unverified information or making unauthorised promises regarding refunds, compensation, waivers, upgrades, or changes.
• Ensure no enquiry is ignored, overlooked, or left unattended.
• Other task as assigned

2. Jemaah WhatsApp Group, Announcements and Product Briefing

• Create, organise, monitor, and manage official WhatsApp groups and communities for assigned Umrah departures.
• Welcome jemaah and communicate the group’s purpose, rules, and communication guidelines.
• Respond professionally to enquiries raised in the jemaah WhatsApp groups.
• Monitor misinformation, repeated questions, complaints, inappropriate messages, and sensitive discussions.
• Prepare and share approved information regarding:

○ Raudhah registration and schedules.

○ Confirmed itineraries and programme arrangements.

○ Flight details and airport gathering times.

○ Hotel, rooming, and transportation information.

○ Umrah courses and pre-departure briefings.

○ Documentation and payment deadlines.

○ Operational changes and urgent announcements.

• Verify all information with the responsible team before communicating it to customers.
• Use only the latest approved itinerary, presentation deck, schedule, and announcement.
• Never distribute draft, outdated, confidential, or unconfirmed information.
• Immediately notify the Assistant Manager if an incorrect announcement has been shared.
• Issue approved corrections or retractions when required.
• Participate in final product and pre-departure briefings on a scheduled rotational basis.
• Present assigned sections covering the product, itinerary, customer responsibilities, Terms & Conditions, and operational procedures.
• Support customer registration, attendance, document verification, and briefing-day arrangements.
• Participate in selected airport duties and operational rotations to strengthen product and operational knowledge.
• Other task as assigned

3. Authorities, Licensing, Agency and Ministry Administration Support

• Assist the Assistant Manager in preparing and maintaining documentation involving government authorities, ministries, regulators, agencies, and other relevant organisations.
• Maintain an updated tracker for licences, permits, registrations, certifications, memberships, and approvals.
• Monitor expiry and renewal dates and provide advance reminders to the Assistant Manager.
• Prepare supporting documents for new applications, renewals, amendments, and regulatory submissions.
• Assist with the submission and collection of documents from the relevant authorities or agencies.
• Draft routine letters, cover notes, emails, and responses for the Assistant Manager’s review and approval.
• Maintain properly organised physical and digital records of:

○ Licences and permits.

○ Ministry and authority correspondence.

○ Agency registrations and appointments.

○ Agreements and supporting documents.

○ Submission receipts and acknowledgements.

○ Inspection and compliance records.

○ Renewal and payment records.

• Follow up on pending documents, acknowledgements, and submission status.
• Immediately highlight missing documents, approaching deadlines, expired licences, notices, penalties, or compliance concerns.
• Ensure no official or regulatory submission is made without the required review and approval.
• Maintain the confidentiality of regulatory and company information.
• Other task as assigned

4. Billing, Procurement, Inventory and Umrah Item Support

• Assist the Assistant Manager in the daily administration of departmental billing, procurement, inventory, and Umrah items.
• Receive, check, organise, and submit invoices and supporting documents for review.
• Verify invoices against approved quotations, purchase orders, delivery orders, quantities received, and other supporting records.
• Maintain an updated billing tracker covering:

○ Invoice receipt date.

○ Submission date.

○ Approval status.

○ Supporting documents.

○ Payment status.

○ Outstanding or disputed items.

• Follow up with vendors, suppliers, Finance, and internal stakeholders on incomplete documents or outstanding matters.
• Assist in obtaining quotations and preparing price comparisons.
• Prepare purchase requisitions, purchase orders, and other procurement documents according to the approved process.
• Coordinate the ordering, receipt, storage, and distribution of Umrah items, including:

○ Umrah bags and luggage.

○ Ihram and telekung.

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

○ Travel kits, booklets, and briefing materials.

○ Uniforms and operational supplies.

○ Gifts, merchandise, and other approved jemaah items.

• Conduct quantity and quality checks when items are delivered.
• Report damaged, incomplete, incorrect, or missing items immediately.
• Update records for stock received, issued, returned, damaged, missing, and disposed of.
• Conduct regular stock counts and reconcile physical quantities against inventory records.
• Monitor stock levels and notify the Assistant Manager when items reach the reorder level.
• Support the packing and distribution of Umrah items according to confirmed departure schedules.
• Ensure no purchase or order is made without the required approval.
• Other task as assigned

5. Audit, Asset, Records and General Administration

• Assist in preparing documents, trackers, evidence, and supporting records forinternal audits, external audits, compliance reviews, and managementinspections.
• Organise audit documents according to the checklist and required submission timeline.
• Follow up with relevant team members for outstanding audit evidence.
• Maintain an updated tracker for audit requests, findings, corrective actions, and closure status.
• Assist the Assistant Manager in maintaining the Umrah Department asset register.
• Record the assignment, handover, movement, return, repair, replacement, and disposal of departmental assets.
• Ensure each issued asset is supported by an approved handover or acknowledgement form.
• Assist with physical asset verification and reconciliation against the asset register.
• Report missing, damaged, obsolete, untagged, or unauthorised assets immediately.
• Maintain proper records for assets such as:

○ Laptops and mobile phones.

○ SIM cards and communication devices.

○ Printers and office equipment.

○ Airport and operational equipment.

○ Event items and storage equipment.

○ Other company-owned property.

• Maintain organised departmental filing, document control, version control, and retention records.
• Prepare daily, weekly, or monthly administrative reports as assigned.
• Support meeting arrangements, minutes, correspondence, document preparation, and administrative coordination.
• Perform other duties assigned by the Assistant Manager, Manager, or Head of Department.
• Other task as assigned

Authority and Limitations

The Executive may:

● Respond to standard customer enquiries using approved information and scripts.

● Prepare announcements and administrative documents for review.

● Update approved trackers, inventory records, asset registers, and filing systems.

● Follow up with internal teams, vendors, agencies, and customers on routine matters.

● Escalate service, operational, regulatory, financial, or administrative risks.

The Executive may not:

● Approve refunds, compensation, free upgrades, waivers, purchases, contracts, or financial commitments.

● Sign regulatory documents, agreements, or official submissions without delegated authority.

● Place orders or confirm purchases without the required approval.

● Approve their own claims, purchases, invoices, or transactions.

● Communicate unverified operational or regulatory information.

● Dispose of stock, records, or company assets without written approval.

● Other task as assigned

Key Performance Indicators

Customer Support

● 100% of enquiries acknowledged within the approved SLA.

● Zero unattended or unjustifiably overdue enquiries.

● Minimum 95% compliance with approved scripts and SOPs.

● Minimum 90% communication-quality audit score.

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

● Accurate and complete documentation of customer interactions.

● Achievement of the approved customer satisfaction target.

WhatsApp Groups and Briefings

● 100% of assigned WhatsApp groups are actively monitored and managed.

● 100% accuracy of Raudhah, itinerary, flight, briefing, and operational announcements.

● Zero unauthorized sharing of draft or unverified information.

● 100% participation in assigned briefings and operational rotations.

Administration and Compliance

● 100% of assigned licensing and authority documents prepared within the required timeline.

● Complete and updated compliance and renewal trackers.

● Zero missed deadlines caused by failure to monitor or escalate.

● Complete, organised, and audit-ready administrative records.

Billing, Procurement and Inventory

● 100% of billing submissions supported by complete documentation.

● Accurate and updated billing and procurement trackers.

● Timely ordering and availability of Umrah items.

● Minimal inventory discrepancies.

● Zero unauthorised or duplicate orders.

Audit and Assets

● 100% of assigned audit documents submitted within the timeline.

● Accurate and updated asset records.

● Completion of scheduled stock and asset verification.

● Zero unexplained missing items or assets under the Executive’s custody.

Skills and Qualifications

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

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

● Experience in billing administration, procurement, inventory, audit documentation, licensing, or asset management is an advantage.

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

● Strong customer-service etiquette, empathy, patience, and complaint-handling skills.

● Able to follow approved communication scripts while personalising responses appropriately.

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

● Able to conduct product presentations and pre-departure briefings.

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

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

● Strong attention to detail, particularly when handling invoices, documents, inventory, licences, and assets.

● Good filing, record-management, data-entry, and document-control skills.

● Proficient in Microsoft Office, Google Workspace, WhatsApp Business, booking systems, dashboards, and administrative trackers.

● Able to manage multiple priorities, enquiries, deadlines, and administrative assignments.

● Able to work independently while following the Assistant Manager’s instructions and approval requirements.

● Willing to participate in product briefings, airport duties, operational rotations, weekends, public holidays, and after-office-hours assignments when required.

● Organised, disciplined, proactive, trustworthy, and accountable.

● Able to maintain confidentiality when handling customer, regulatory, financial, audit, and company information.

● Demonstrates professionalism, teamwork, integrity, initiative, and a strong sense of responsibility.