Travel Experience Team Leader
Job Summary
The Travel Experience Team Leader will oversee a team of 10 Customer Support Executives dedicated to the Taiwan project. This role involves managing performance metrics, operational scheduling, and quality assurance to ensure seamless travel support. The incumbent will serve as the primary liaison between the local team and the Taiwan-based headquarters.
Responsibilities
- Lead and mentor a team of 10 CSRs to meet KPIs
- Oversee multichannel support (voice, email, chat)
- Manage rotational shifts and 24-hour coverage
- Analyze transaction volumes and customer CSAT data
- Resolve high-tier customer escalations
Required Skills
- Malaysian Citizen
- Fluent in English and Mandarin
- 1-2 years Call Centre leadership experience
- Zendesk and CRM software proficiency
- Data integrity and security protocol knowledge
Job Details
Key Responsibilities:
1. Team Management & Performance Excellence
- Lead and mentor a team of 10 Customer Support Executives (CSRs) to achieve campaign-specific 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.
Requirements:
- Nationality: Malaysian Citizens only.
- Education: Diploma or relevant certification (Minimum SPM with strong relevant experience will be considered).
- Language Proficiency: Fluency in English and Mandarin (Reading, Writing, and Speaking) to support the Taiwan and regional markets.
- Experience: Minimum of 1–2 years of experience in a leadership or supervisory role within a fast-paced Call Centre environment.
- Technical Skills: Experienced in using Zendesk and CRM software; familiar with managing network requirements such as VPNs and encrypted data logs.
- Resilience: Ability to manage and lead during rotational late-night shifts and maintain performance during peak travel seasons.