Executive, Customer Support Experience

Job Description

Job Title: Customer Support Experience Executive 

Location: IKHLAS HQ Office, 8th Floor, South Block, 8.01, The Ampwalk, 218, Jln Ampang, 50450 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur 

Division: Umrah Department 

Reports To: Assistant Manager & Head of Operations 

The Customer Support Operation Officer is responsible for delivering high-quality assistance to jemaah and agents throughout the Umrah & Travel journey, from pre-booking to post-travel. This role ensures all communication, guidance, and resolutions strictly align with IKHLAS Umrah Terms & Conditions, covering payments, documentation, visa procedures, hotel arrangements, mahram rules, cancellation policies, and operational timelines. 

The role requires a customer-first mindset, strong knowledge of Umrah processes, the ability to explain T&C clearly, and close coordination with Registration, Visa, Operations, Haramain Team, Fulfilment, and Finance. 

Key Responsibilities: 

1. Customer Communication & Advisory (Aligned with Terms & Conditions) 

• Provide accurate information on Umrah packages, inclusions, exclusions, and T&C requirements to customers. 

• Explain IKHLAS policies listed in the Terms, including: 

✓ Payment structure & deadlines 

✓ Non-refundable charges / cancellation rules 

✓ Visa approval disclaimer

✓ Documentation responsibility (correct passport details, mahram rules, health requirements) 

• Educate jemaah on essential T&C clauses to avoid misunderstanding. 

2. Handling Enquiries, Complaints & Escalations 

• Respond to customer queries via WhatsApp, calls, email, and tickets within SLA timelines. 

• Handle complaints professionally, referring to: 

✓ T&C clauses 

✓ internal SOP 

✓ permissible solutions 

• Escalate complex matters to relevant departments (Visa, Ops, Fulfilment, Finance) with a clear summary. 

• Provide calm, empathetic support during emotional or sensitive cases. 

3. Compliance With IKHLAS Umrah T&C (Core Role) 

Ensure customers understand and follow all Terms & Conditions, including: 

A. Documentation & Visa 

• Check completeness of documentation before the deadline (passport, photos, vaccine, mahram proof). 

• Explain that visa approval is solely subject to Saudi authorities, as stated in the T&C.

• Clarify non-responsibility clauses in cases of rejection, blacklist issues, mismatch, or late submission. 

B. Payment & Refund Policies 

• Enforce payment deadlines stated in the T&C. 

• Clarify non-refundable deposits and cancellation charges.

• Explain the impact of late payments on room allocations, flights, and visa processing. 

C. Mahram & Syariah Compliance 

• Ensure all female travelers understand mahram requirements and produce required proof. 

• Advise customers politely on Islamic guidelines in room arrangements and travel permission.

D. Package Changes, Force Majeure & IRROPs 

• Explain policy on flight delays, AOG, cancellations, merged flights, or schedule changes. 

• Provide customers with the correct interpretation of “best alternative arrangements” as per T&C. 

4. Pre-Departure Readiness Support 

Coordinate with Ops to ensure jemaah complete: 

• Final payment 

• Full documentation 

• Visa readiness 

• Rooming list confirmation

• Add-ons fulfilment (insurance, luggage, train, meals, wheelchair, postage items) 

• Briefing schedule & reporting time 

Send reminders based on internal deadlines (D-30, D-21, D-14, D-7).

**Formula sample 

5. Data & System Accuracy 

• Update customer status in OMS, customer tracking sheets, and internal dashboards. 

• Flag mismatched names, incomplete data, or incorrect bookings to Fulfilment/Registration. 

• Ensure customer records align with T&C compliance checkpoints. 

6. Cross-Department Coordination 

Coordinate closely with: 

● Visa Team → visa status, missing documents 

● Fulfilment Team → rooming list, add-ons, family grouping ● Operations → flight details, logistics, hotel readiness ● Haramain & Mutawwif Team → special cases, elderly, wheelchair ● Finance → payment confirmation, refunds within policy 

Ensure all departments receive accurate customer information ahead of departure.

7. Service Quality, Empathy & Professionalism 

● Maintain a high level of courtesy, patience, and professionalism at all times. 

● Uphold IKHLAS brand values: honesty, sincerity, and trust. ● Provide clear instructions to avoid confusion or last-minute issues. 

8. Reporting & Documentation Control 

● Track and report: 

✓ Case volumes 

✓ Common issues 

✓ T&C breaches 

✓ Requests needing SOP updates 

● Maintain logs for escalations, special cases, and final resolutions. ● Provide weekly updates to management on customer sentiment. 

KPIs 

● SLA response time (WhatsApp, calls, email). 

● Customer satisfaction rating (NPS/feedback). 

● Reduction in repeat complaints. 

● T&C compliance rate (documentation, payments, deadlines). ● Accuracy of information shared to customers. 

● Zero misinformation incidents.

SKILLS & QUALIFICATIONS 

● 1–3 years experience in Customer Service, Travel Support, or Umrah Operations. 

● Strong understanding of Umrah processes, Islamic guidelines, and mahram rules. 

● Ability to read, interpret, and explain Terms & Conditions professionally. 

● Excellent communication skills (BM & English). 

● Patient, empathetic, and solutions-driven. 

● Proficient in Google Sheets, Email, WhatsApp Business, OMS. ● Strong resilience in handling difficult or emotional conversations. ● Able to work in fast-paced periods (peak season, flight delays).