Kerja Sepenuh Masa, Team Lead Airline Customer Support di CareCone Group Selangor - Maukerja

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

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

Work Location: Ara Damansara

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.