Customer Service Team Lead

Job Title: Team Leader – Airline Customer Support (BPO)

Shift : Rotational Shifts/ Rotational Offs (24/7)

Work Location: Petaling Jaya ,Selangor

Duration: Permanent/Fulltime

Role Overview

Lead and manage day-to-day airline customer support operations across voice, email, and chat channels. Ensure SLA/KPI adherence, high service quality, and effective team performance while handling escalations related to bookings, ticketing, refunds, and schedule changes using Amadeus GDS.

Required Skills & Qualifications

·      Minimum 5 years of experience in the travel, airline, OTA, or contact center industry.

·      Proficiency in at least one GDS platform: Amadeus, Sabre, or Travelport.

·      Proven experience in team management, performance monitoring, and operational leadership.

·      Strong coaching, mentoring, decision-making, and stakeholder management skills.

·      Experience in workforce planning, SLA management, and performance reporting.

·      Excellent communication, presentation, and problem-solving skills.

·      Willingness to work rotational shifts, weekends, and public holidays.

·      Strong problem-solving and customer-focused mindset.