Airline Customer Support Team Lead - 24/7 Rotational Shifts

CareCone Group; Selangor; On-site; MYR 60,000 - 120,000; Full time

Job summary

CareCone Group in Malaysia is seeking a Team Leader – Airline Customer Support (BPO) to lead day-to-day operations across voice, email and chat, ensuring SLA/KPI adherence and high service quality using Amadeus GDS for bookings, ticketing and refunds.

You will coach and develop frontline agents, monitor performance, and collaborate with stakeholders while managing escalations and ensuring smooth schedule changes, working in rotational shifts at Ara Damansara.

Qualifications

• Minimum 5 years in travel, airline, OTA or contact center.
• GDS proficiency: Amadeus, Sabre or Travelport.
• Experience in team management, performance monitoring and leadership.
• Strong coaching and stakeholder management skills.
• Experience in SLA/KPI, reporting and escalation handling.

Responsibilities

• Lead day-to-day airline customer support across voice, email and chat.
• Ensure SLA/KPI adherence and high service quality.
• Handle escalations related to bookings, ticketing, refunds and schedule changes using Amadeus GDS.

Skills

Team leadership

Coaching

Stakeholder management

Communication

Problem-solving

Shift work

Tools

Amadeus GDS

Sabre

Travelport

Job description

CareCone Group in Malaysia is seeking a Team Leader – Airline Customer Support (BPO) to lead day-to-day operations across voice, email and chat, ensuring SLA/KPI adherence and high service quality using Amadeus GDS for bookings, ticketing and refunds.

You will coach and develop frontline agents, monitor performance, and collaborate with stakeholders while managing escalations and ensuring smooth schedule changes, working in rotational shifts at Ara Damansara.