Customer Service Consultant - Korean Speaker

Job Description

We're looking for a Customer Service Consultant fluent in Korean to join our hotel team in Bangsar South, Kuala Lumpur. In this role, you will be the primary point of contact for our Korean-speaking guests, delivering exceptional service and support throughout their stay. You will handle inquiries, resolve concerns, and ensure every guest experience exceeds expectations while representing our organization's commitment to hospitality excellence.

• Respond promptly to guest inquiries and requests in Korean and English via phone, email, and in-person interactions
• Provide personalized assistance to Korean-speaking guests, including room reservations, dining recommendations, and local attraction information
• Address and resolve guest complaints and concerns with empathy and professionalism, working toward satisfactory resolutions
• Maintain detailed records of guest interactions and feedback using hotel management systems and CRM software
• Coordinate with hotel departments (housekeeping, maintenance, food and beverage) to fulfill guest requests and ensure seamless service delivery
• Assist with check-in and check-out procedures, ensuring a smooth and welcoming experience for all guests
• Provide cultural insights and support to enhance the guest experience for Korean-speaking visitors
• Identify opportunities to upsell hotel services and amenities while maintaining a customer-focused approach
• Participate in training sessions and stay updated on hotel policies, procedures, and service standards
• Contribute to a positive team environment by supporting colleagues and sharing best practices in customer service

Qualifications

• Fluent in Korean (written and verbal) with strong English communication skills
• Proven experience in customer service, preferably within the hotel, hospitality, or tourism industry
• Excellent interpersonal and active listening skills with a genuine commitment to customer satisfaction
• Strong problem-solving abilities and patience when handling challenging situations
• Proficiency with hotel management systems, CRM software, and standard office applications
• Ability to multitask and manage multiple guest requests simultaneously in a fast-paced environment
• Cultural awareness and sensitivity toward diverse guest backgrounds and preferences
• Professional demeanor with a friendly and empathetic approach to guest interactions
• Ability to work flexible hours, including evenings, weekends, and holidays as required by hotel operations
• Strong organizational skills and attention to detail in documentation and record-keeping
• Willingness to learn and adapt to evolving hotel procedures and service standards

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.