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Jobs or company...

Team Leader, Customer Service (Korean and English)

Salary undisclosed
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Job Title:

Team Leader, Customer Service (Korean and English)

Job Description

Reporting to the Operation Manager, the Team Leader will play a pivotal role in the travel industry growth within the APAC region. You will be instrumental in leading a high-performing customer service team, ensuring seamless reservation and ticketing services, and driving operational excellence.

We are looking for a results-driven professional with strong leadership skills and experience in Global Distribution Systems (GDS) and customer service operations. The ideal candidate will have a proven track record in managing teams, handling escalations, and driving process improvements. This role requires a customer-centric approach, as well as the ability to collaborate with stakeholders to ensure seamless travel booking experiences.

Based in Malaysia office, this permanent position offers an exciting opportunity to work in a fast-paced environment, making a direct impact on operational efficiency and service delivery. The successful candidate will contribute to the company’s expansion in APAC by fostering a high-performance culture and continuously improving team performance.

What you’ll experience with us

Team & Operational Management

  • Lead and manage a team of Customer Service handling flight, hotel, and car rental reservations.
  • Oversee daily team operations to ensure smooth workflow and adherence to service level agreements (SLAs).
  • Drive team performance to meet key metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
  • Monitor and manage team schedules to ensure optimal workforce allocation.
  • Handle customer escalations and provide effective resolutions in a timely manner.

People Management & Development

  • Oversee performance management and appraisals to recognize achievements and address development areas.
  • Conduct one-on-one coaching sessions and team meetings to provide feedback and support employee growth.
  • Facilitate training programs to ensure the team is well-equipped with GDS knowledge and ticketing best practices.
  • Foster a positive team culture that promotes collaboration, motivation, and engagement.

Performance & Process Improvement

  • Analyze performance metrics, identify areas for improvement, and implement action plans to enhance efficiency.
  • Conduct weekly business reviews and provide updates to management on key operational deliverables.
  • Drive continuous process improvement initiatives to optimize service quality and team productivity.
  • Develop dashboards and scorecards for performance tracking and reporting.

Stakeholder & Client Collaboration

  • Act as the primary point of contact between the customer service team, internal stakeholders, and business partners.
  • Ensure strong alignment with client expectations and business objectives.
  • Collaborate with cross-functional teams to enhance customer experience and operational efficiency.

We’ll be a great match if you…

  • Bachelor’s Degree is preferred.
  • Minimum of 4 years of experience in customer service/ reservation and ticketing services or a related role, with at least 2 years in a people-management position.
  • Mandatory experience in Global Distribution Systems (GDS), including flight, hotel, and car rental bookings.
  • Experience in a multi-channel customer service environment (voice, email, and live chat).
  • People management experience with a proven track record of leading high-performing teams.
  • Excellent verbal and written communication skills in both Korean and English (B2).
  • Ability to work in shifts based on customer business hours (day shift).
  • Strong problem-solving skills with the ability to handle escalations effectively.
  • Strong time management and organizational skills to balance multiple priorities.
  • Proficiency in Excel and reporting tools to analyze performance data

Other Information

  • Office Address (Malaysia): Sunway Visio office (Level 8, Menara Sunway VISIO, Lingkaran Sunway Velocity, Sunway Velocity, 55100 Kuala Lumpur, Malaysia.
  • 5 days’ work week with day shift arrangement.
  • Permanent position, on-site working arrangement model.
  • Comprehensive healthcare, medical plans and flexi benefits.
  • Annual Leave and Paid Sick Leave are covered.

Onboarding and on-the-job learning programme will be provided

Location:

MYS Kuala Lumpur - Sunway VISIO Tower,Level 8, Menara Sunway VISIO

Language Requirements:

English (Required), Korean (Required)

Time Type:

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