[Fluent in English] Customer Support Team Leader  

Job Descriptions :

• Supervise and support a team of agents responsible for:
• Handling multiple live chats from retail agents regarding their travel reservations.
• Managing email, chat, and voice communications with suppliers.
• Processing and confirming clients' travel booking itineraries with high accuracy.
• Ensure team members follow detailed instructions and adhere to established operational guidelines.
• Monitor and maintain service quality to meet or exceed team KPIs and SLAs.
• Provide coaching, mentoring, and performance feedback to team members.
• Identify workflow issues or system limitations and escalate them promptly to relevant stakeholders.
• Collaborate with other departments to ensure smooth handling of operational processes and client satisfaction.
• Generate periodic reports on team performance, productivity, and incident management.

Purposes of the role :

We are looking for conscientious thinking to assist our operations department as they will manage live booking amendment, creating VCC, confirming live booking. You also need to work on problems of moderate scope where analysis of situations exercise communication within defined procedures and practices to determine appropriate action.
To succeed in this role, you should be a skilled and thorough researcher with excellent
communication and record-keeping skills. You should be detail-oriented, organized, and self-motivated with quick solving and good English communication.

Qualifications :

• Proven experience in a supervisory or team leader role, preferably in the travel, BPO, or customer service industry.
• Excellent communication skills in English, both written and spoken.
• Strong analytical and logical thinking skills.
• High attention to detail and accuracy in processing tasks.
• Flexible with working hours to support business needs.
• Ability to work collaboratively with team members and guide them effectively.
• Capable of multitasking in a fast-paced environment, managing chats, emails, and calls simultaneously.
• Comfortable working under established guidelines and service standards.
• Nice to have: Prior experience in customer service or travel-related support roles.