Service Manager (Malaysia and Singapore)

The role is for a Service Manager at RateHawk, a travel-tech company, responsible for supporting top B2B partners in Malaysia and Singapore, ensuring smooth service, and maintaining client relationships.

Location: Remote (Malaysia and Singapore)

Responsibilities

• Support Our Top Clients: Be the go-to person for a select group of key partners. Handle escalations and help solve their trickiest issues.
• Keep an Eye on Things: Monitor ongoing cases in our CRM and make sure nothing gets stuck. Step in early if something needs attention.
• Stay in Touch: Send regular updates to clients and check in to make sure they’re happy with how things are going.
• Track Performance: Use tools like Tableau and SQL to monitor service metrics and prepare reports.
• Be Their Voice: Join client meetings, listen to their needs, and make sure their voice is heard internally.
• Work as a Team: Collaborate with ops, support, and tech teams to make service even better.

Requirements

• Advanced level of English and Malay – fluency in speaking and writing.
• Comfortable with data and tools like CRM systems and dashboards.
• Ability to grasp new information quickly and focus on results.
• Capable of juggling multiple tasks and handling stress with ease.
• A strong sense of empathy.
• Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is an advantage.
• Experience in account or service management (B2B is a plus).

Benefits

• Remote Work from home.
• Base salary plus monthly bonus.
• Part of a young and energetic team.
• Opportunities for professional growth.
• Support for learning through seminars, trainings, and conferences.
• Corporate discounts on hotels and services.