Job Responsibility
- Assist in Pilgrim Coordination:
Support the Mutawwif team in organizing schedules for pilgrims and ensuring all arrangements for Umrah and Hajj activities are in place.Help communicate necessary information, such as prayer times and ziarah schedules, to pilgrims.
Coordinate with transportation and accommodation providers to ensure smooth transfers and stays for pilgrims.Ensure that all necessary equipment and supplies are ready and available for Mutawwif during pilgrimage trips.
- Documentation Preparation:
Assist in preparing and distributing travel-related documents such as itineraries, maps, and guidelines to pilgrims before their departure.Help ensure all pilgrim documentation, including visas and raudhah permits, are properly organized and submitted on time.
Be present during pilgrim check-ins and departures to provide logistical and administrative assistance.Act as a liaison between pilgrims and the Mutawwif team to address any immediate concerns or questions during the pilgrimage.
Assist in collecting feedback from pilgrims on their travel experience and documenting suggestions for future improvements.Help with follow-up actions, such as returning travel materials or assisting with lost items.
Provide general administrative support to the operations team & executive, including handling correspondence, preparing reports, and managing schedules.Assist in maintaining accurate records of company operations, such as travel bookings, customer databases, operational expenses, key-in visas, key-in speed train, rooming list and itinerary trip.
- Coordination of Travel Arrangements:
Support the team in coordinating travel logistics, including booking flights, accommodations, and ground transportation for customers in Malaysia and outside Malaysia.Ensure all travel arrangements are confirmed and updated in the system, and communicate any changes to relevant stakeholders.
- Inventory and Resource Management:
Assist in tracking and managing inventory of materials, such as travel kits, promotional items, luaggage sets, umrah books, landyard, nametag materials and Mutawwif equipment.Coordinate the ordering and replenishing of materials when necessary.
- Customer Service Assistance:
Help handle customer queries related to travel services and packages, ensuring a timely response and resolving issues when possible.Assist in managing the relationship between sales, customer service, and operations teams to ensure a smooth flow of information.
- Reporting and Data Management:
Prepare and maintain operational reports, such as daily activity summaries, booking confirmations, and customer feedback analysis.Assist in collecting and inputting customer data into the companyâs CRM system.
- Conduct tours with an excellent customer experience
- Interact with visitors including greeting and answering queries
- Assist in other customer service needs including situations that may require problem solving
- Responsible for creating good impression and enjoyable visit for guests
- Need touch base on our tourism products, history and various attraction and proactively share the information with the groups / guests
Job Requirements
Experience in an operational, administrative, or logistics role, preferably in the travel, Umrah, or Hajj industry.Experience working with tour leaders (Mutawwif) or coordinating group travels is an added advantage.
Excellent verbal and written communication skills in Bahasa and English. Proficiency in Arabic is an added advantage.Strong interpersonal skills to interact with pilgrims, internal teams, and external vendors effectively.
- Organizational & Time Management:
Ability to multitask, prioritize, and manage time efficiently in a fast-paced environment, particularly during Umrah or Hajj seasons.Strong attention to detail in managing schedules, travel itineraries, and document processing.
- Problem-Solving & Decision-Making:
Ability to anticipate challenges and proactively solve operational issues.Capable of making decisions independently in high-pressure situations during travel operations.
Knowledge of customer relationship management (CRM) systems for tracking customer data and feedback.
- Customer Service Orientation:
Strong customer service skills with a focus on delivering high-quality service to pilgrims and customers.Patience and professionalism in handling customer complaints, queries, and last-minute changes.
- Teamwork & Collaboration:
Ability to work well within cross-functional teams, including coordinating with Mutawwif, sales, and logistics departments.Willingness to assist both in-office and on-ground operations as needed.
Personal Traits
- Adaptability & Flexibility:
Willingness to work during weekends, public holidays, or irregular hours, especially during peak Umrah and Hajj seasons.Flexibility to travel for fieldwork if needed, particularly during pilgrimage seasons.
- Passion for the Travel Industry:
Strong interest in the travel industry, particularly Hajj and Umrah services.Eager to learn and grow within a dynamic and customer-focused environment.
Understanding of Islamic principles and the significance of Umrah and Hajj pilgrimages.Respect for cultural differences and the ability to work in a diverse environment.
- Problem-Solving Attitude:
Resourcefulness in finding solutions to operational and logistical issues that arise during pilgrimages or HQ activities.
Additional Requirements
- Valid Passport & Visa Knowledge:
Possession of a valid passport and knowledge of visa processes related to Umrah and Hajj is beneficial.
- Knowledge of Travel & Religious Practices:
Familiarity with travel requirements, logistics, and religious practices related to Umrah and Hajj.
- Positive and guest oriented attitude.
- Possess good time management and organization skill.
- Service-orientated, independent, confident with providing excellent customer service
- Creative, self-driven, enjoys working in a team and working outdoor
Job Benefits
- Medical benefits
- Incentive Trip
- Incentive
- EPF
- SOCSO
- Annual leave
- Bonus
- Medical benefit
