Team Leader - Travel Operations / Customer Service
- Location
- Petaling Jaya, Selangor, Malaysia
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview Manpower is hiring a Team Leader - Travel Operations / Customer Service (Malaysian English Speaker) based in Ara Damansara. The role focuses on managing and coaching a customer service team while maintaining exceptional service delivery across travel operations. • Key Responsibilities & Daily Duties - Lead and motivate a team of customer service agents. - Drive performance, productivity, quality, and customer satisfaction. - Handle customer escalations and operational risks effectively. - Coach, mentor, and develop team members. - Manage workforce planning, SLA adherence, and operational reporting. - Build strong relationships with internal and external stakeholders. • Required Qualifications, Skills & Experience - Minimum 5 years of experience in the travel, airline, OTA, or contact center industry. - Malaysian English speaker. - Proficiency in at least one Global Distribution System (GDS) platform: Amadeus, Sabre, or Travelport. - Proven experience managing team performance, quality, productivity, and attendance. - Strong coaching, mentoring, and people management skills. - Excellent communication, presentation, and leadership abilities. - Strong stakeholder management and decision-making capabilities. - Preferred Experience: - Airline reservations, ticketing, travel operations, or OTA experience. - Knowledge of fare construction, ticket reissuance, and refund processes. - Familiarity with Microsoft Office applications. - Experience supporting North American or Canadian customers is an added advantage. • Working Hours, Shifts & Location Details - Location: Ara Damansara, Petaling Jaya, Selangor, Malaysia. - Work Mode: Fully On-site. - Working Hours: 24/7 rotational shifts. - Schedule: 5 working days per week (work on weekends and public holidays required). • Application Instructions Interested candidates should submit their updated CV in English.