RateHawk
travel-tech
ServiceManager(MalaysiaandSingapore)
Neural analysis suggests this role is
optimal for Manager candidates.
“Service Manager (Malaysia and Singapore) at RateHawk. Skills: Customer success, Account management, Client retention. Support top clients. Handle escalations”
What You'll Achieve.
Turn clients into long-term fans; Ensure client satisfaction
Industry & Context.
Solve client issues
Speak Malay fluently, Write Malay fluently, Speak English fluently, Write English fluently, Internet speed test
What They're Looking For.
Must Have
Advanced English fluency, Advanced Malay fluency, Comfortable with CRM systems, Comfortable with dashboards, Grasp new information quickly, Focus on results, Juggle multiple tasks, Handle stress with ease, Sense of empathy
Nice to Have
Travel industry experience, Account management experience, B2B experience
What You'll Do.
Monitor ongoing cases
Ensure cases are not stuck
Send regular updates to clients
Check client satisfaction
Monitor service metrics
Prepare performance reports
Listen to client needs
Ensure client voice is heard internally
Collaborate with ops teams
Collaborate with support teams
Collaborate with tech teams
How You'll Work.
Team & Collaboration
Ops teams; Support teams; Tech teams
Communication Scope
Client meetings; Regular updates
Full Job Description
**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. **Requirements** **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!) **Benefits** **What We Offer:** * **Remote Work:** Work from the c
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