jobs in Envo BPO Services Sdn Bhd

Kerja Sepenuh Masa Travel Experience Team Leader, Gaji tinggi MYR 4,000 di Envo BPO Services Selangor - Maukerja

Travel Experience Team Leader

Envo BPO Services Sdn Bhd

MYR3,500 - MYR4,000 Sebulan

Sepenuh Masa

Petaling Jaya, Selangor

Kongsi
Simpan

Lokasi Kerja

  • Petaling Jaya Selangor Malaysia

Penerangan Kerja

Tanggungjawab

The Opportunity:

Your Role as Our Travel Experience Ambassador

Are you an experienced leader with a passion for the travel industry and a talent for managing highperforming teams? We are looking for a Travel Experience Team Leader to lead our dedicated Taiwan 

Project. In this role, you will lead a team of 10 Customer Support Executives, ensuring they provide 

seamless support and expert guidance to travelers worldwide.

What You'll Be Doing (Key Responsibilities):

  1. Team Management & Performance Excellence
  •  Lead and mentor a team of 10 Customer Support Executives (CSRs) to achieve campaignspecific KPIs, including a 100% answer rate and optimal Average Handling Time (AHT). 
  •  Oversee multichannel performance across voice (30%), email (20%), and live chat (50%) to 

ensure consistency and professional efficiency. 

  •  Conduct regular Quality Assurance (QA) reviews and coaching sessions to maintain high-service 

standards and data integrity within Zendesk and in-house systems

2. Operational Leadership & Client Liaison

  •  Serve as a bridge between the local team and the Taiwan-based headquarters to ensure 

alignment on product packages, itinerary modifications, and cancellations. 

  •  Manage rotational shift scheduling to ensure 24-hour coverage, including support during Public 

Holidays as required by the client. 

  •  Address and resolve complex escalations regarding order status, modifications, and high-tier 

customer complaints

3. Data Analytics & Campaign Optimization

  •  Analyze daily and monthly transaction volumes to compute required agent headcount and 

identify trends in customer inquiries. 

  •  Track and report on CSAT (Customer Satisfaction) functionality results to identify recurring pain 

points and provide data-driven feedback to the client. 

  •  Ensure total data integrity by auditing system entries and maintaining rigorous security 

protocols, including SSO/MFA and access control logs.

Peringatan Penting

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