Service Manager (Malaysia and Singapore)

About the Company

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!

Responsibilities

• Support our top clients: be the go-to person for a select group of key partners and handle escalations to solve their trickiest issues.
• Monitor ongoing cases in our CRM and ensure nothing gets stuck; step in early if something needs attention.
• Send regular updates to clients and check in to make sure they're happy with how things are going.
• Track performance using tools like Tableau and SQL and prepare reports.
• Join client meetings, listen to their needs, and represent their voice internally.
• Collaborate with ops, support, and tech teams to improve service.

Qualifications

• Advanced level of English and Malay — you'll need to speak and write fluently.
• Comfortable with data and tools such as CRM systems and dashboards.
• Quick learner with the ability to grasp new information and focus on results.
• Capable of juggling multiple tasks and handling stress with ease.
• Strong sense of empathy and a client-centric mindset.
• Experience in travel, concierge agencies, TMCs, DMCs, or tour operators is an advantage; experience in account or service management (B2B is a plus).

Skills

• Experience with CRM systems, Tableau and SQL; comfortable working with dashboards and service metrics.

Benefits

• 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 to elevate your professional skills.
• Learning & Development: support through seminars, trainings, and conferences.
• Perks: corporate discounts on hotels and other services.

Additional Information

• The process: meeting with HR, one minute internet speed test, meeting with hiring manager, then interview results and offer.
• Learn more about our data protection practices in our Privacy Policy: https://emergingtravel.notion.site/recruitment-privacy-notice