Team Leader
3 days ago
Job summary:
- Flexible hours available
- 1 year of relevant work experience required for this role
- Work visa can be provided for this role
- Expected salary: RM13,000 per month
- Immediate start available
ROLE: Native Korean - Team Lead (Customer Service)
Location: Kuala Lumpur Sentral, Malaysia.
Total Salary: RM 13,000
Project: Travel Account
Headcounts: 2
Work hour: Rotational Shift
Joining Date: 7th April 2025
Education: Diploma and above
Experience: GDS experience (able to handle flight GDS system (Sabre, Galileo, and Amadeus) with 1 year experience/relevant certification/GDS is mandatory)
Roles & Responsibilities
- Managing a team of 20 to 25 FTEs
- Client/Customer/People Management
- Drive Performance in the team to meet targets
- Manage the daily team activities and ensure the daily operations run smoothly
- Drive Team adherence and manage monthly scheduling
- Handling Escalations
- Manage key business metrics like SLAs and CSAT
- Run reports & conduct a thorough analysis of SLA misses
- Drive Continuous Improvement in the team along with metrics improvement
- Generate dashboard and scorecards for the Team for review
- Performance management and appraisals for the entire Team
- Weekly Reviews to the Management on key deliverables
- One-on-One with the team and scheduled Monthly Team meetings
- Feedback and Coaching
- Knowledge management for the team and quality control
- Apply performance management strategies - action plans, BQ planning
- Responsible for people/employee career development
Generic & Behavioral Skills
- Excellent verbal and written communication skills
- Mandatory GDS Knowledge
- Ticketing Background
- Should be willing to work in shifts along with the team in customer business time
- Overall, should be a good team player with willingness to learn and drive to achieve
- Practice and focused on Metrics
- Good Excel skills and Reporting knowledge
- Should be able to drive Continuous Improvement in process
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