Job Description

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.

Job Requirements

Must-Haves: 

• 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. 

Skills