Service Manager (Malaysia and Singapore)
- Role
- Support
Open to PH, MY, TH, IN only. Set where you work from to check your eligibility.
No BS summary
Service manager for B2B travel partners in Malaysia and Singapore. Must be fluent in English and Malay, comfortable with CRM systems, dashboards, data, and client escalations. Hiring remotely from the Philippines, Malaysia, Thailand, or India.
Core skills
Required languages
Service Manager (Malaysia and Singapore)
- Customer Operations
- Philippines
- Remote
- Ratehawk
Available locations:
- Philippines
- Malaysia
- Thailand
- India
Who we need
Join Our Team as a Service Manager at RateHawk! Are you passionate about travel and tech? Do you speak English and Malay fluently? We’re looking for a Service Manager to take care of our top B2B partners in Malaysia and Singapore. If you love helping people, keeping things running smoothly, and turning clients into long-term fans — we’d love to have you join our fast-growing international travel-tech company! At RateHawk, we pride ourselves on having a fantastic team, a vibrant culture, and plenty of opportunities for growth.
Key qualifications
What You'll Do:
- 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.
What We're Looking For:
- Language Skills: Advanced level of English and Malay – you’ll need to speak and write fluently.
- Ability to work with tools: Comfortable with data and tools like CRM systems and dashboards.
- Quick Learner: Ability to grasp new information quickly and focus on results.
- Multi-Tasker: Capable of juggling multiple tasks and handling stress with ease.
- Empathetic: A strong sense of empathy is essential.
- Travel Industry Experience: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is an advantage! Experience in account or service management (B2B is a plus!)
We offer you
What We Offer:
- Remote Work: Work from the comfort of your home!
- Salary: base payment + monthly bonus.
- Dynamic Team: Be part of a young and energetic group of specialists.
- Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills.
- Learning & Development: We support your growth through seminars, trainings, and conferences.
- Perks: Take advantage of corporate discounts on hotels and other services.
The Process:
- Meeting with HR: A friendly chat with our HR team.
- One minute Internet Speed Test: Just to make sure you’re all set for remote work.
- Meeting with Hiring Manager: Another friendly chat.
- Interview results and offer!
Learn more about our data protection practices in our Privacy Policy:
If this sounds like the perfect fit for you, we’d love to hear from you! Apply now and let’s create amazing travel experiences together! Emerging Travel Group is a global travel-tech company whose brands have been operating in over 220 source markets since 2010. We specialize in developing advanced online booking platforms for all types of clients — from individual tourists to travel agents and companies organizing business trips. Our solutions empower hoteliers to effortlessly showcase their accommodations, boosting visibility and attracting a broader audience. Our mission is to create, distribute, and operate the most convenient travel products. We constantly innovate and break the rules of the highly complex travel industry to make travel more widely available for individuals, more rewarding for professionals, and simpler for everyone.
More about our company and mission
Read
What you'll do
- Support a select group of key partners as the go-to person for client issues.
- Handle escalations and help solve complex client issues.
- Monitor ongoing cases in CRM and ensure cases do not get stuck.
- Step in early when cases need attention.
- Send regular client updates and check in on client satisfaction.
- Use Tableau and SQL to monitor service metrics and prepare reports.
- Join client meetings and listen to client needs.
- Represent client needs internally.
- Collaborate with operations, support, and tech teams to improve service.
What they require
- Advanced level of English and Malay; able to speak and write fluently.
- 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.
- Strong sense of empathy.
- Preferred: Experience in travel, concierge agencies, TMCs, DMCs, or tour operators.
- Experience in account or service management.
- Preferred: B2B experience.
Benefits
- Remote work from home.
- Base payment plus monthly bonus.
- Young and energetic team of specialists.
- Interesting and ambitious tasks to elevate professional skills.
- Learning and development support through seminars, trainings, and conferences.
- Corporate discounts on hotels and other services.
- MyTime Day Off — an extra non-working day without loss of compensation.
RateHawk is part of Emerging Travel Group, a global travel-tech company with brands including ZenHotels and Roundtrip. Emerging Travel Group develops online booking platforms for individual tourists, travel agents, hoteliers, and companies organizing business trips, operating in over 220 source markets since 2010.