Sales Supervisor Travel Customer Service & Sales Support Supervisor

TONG YAN TRAVEL & TOURS SDN BHD; Penang; On-site; MYR 60,000 - 90,000; Full time

Job summary

TONG YAN TRAVEL & TOURS SDN BHD is seeking a proactive Travel Customer Service & Sales Support Supervisor to lead a team of travel consultants in Penang, Malaysia. The role focuses on delivering excellent customer service, timely follow-ups, and efficient handling of enquiries, quotations, and bookings.

The ideal candidate will have travel or hospitality experience, strong communication and organisational skills, and the ability to coach a team to achieve high service quality and sales

Qualifications

• Experience in the travel agency, tourism, hospitality or customer service industry.
• Previous supervisory or team leadership experience is an advantage.
• Excellent communication, customer service and follow-up skills.
• Strong organisational skills with attention to detail.
• Proactive, responsible and able to take ownership of problems.
• Comfortable using WhatsApp, email, spreadsheets and customer management systems.

Responsibilities

• Supervise and guide a team of four travel consultants in their daily work.
• Monitor customer enquiries and ensure timely follow-up on all leads and quotations.
• Ensure no customer enquiry is neglected or left unanswered.
• Monitor WhatsApp messages, emails, calls and other customer communication channels.
• Follow up with customers to convert enquiries into confirmed bookings.
• Handle customer complaints and resolve service issues professionally.
• Establish proper follow-up procedures and ensure staff adhere to them.
• Monitor staff productivity, service quality and sales conversion performance.
• Coach and motivate staff to improve their customer service and work efficiency.
• Provide regular performance updates and recommendations to management.

Skills

Team leadership

Customer service

Communication skills

Organisational skills

Proactive attitude

WhatsApp/CRM familiarity

Tools

WhatsApp

Spreadsheets

Email management

Job description

We are looking for a proactive, responsible and hands-on Travel Customer Service & Sales Support Supervisor to lead our team of travel consultants and improve customer service, follow-up efficiency and overall team performance. The ideal candidate must be customer-oriented, well-organised and able to ensure that all enquiries, quotations and bookings are handled professionally and promptly.

Key responsibilities

Supervise and guide a team of four travel consultants in their daily work

Monitor customer enquiries and ensure timely follow-up on all leads and quotations

Ensure no customer enquiry is neglected or left unanswered

Monitor WhatsApp messages, emails, calls and other customer communication channels

Follow up with customers to convert enquiries into confirmed bookings

Handle customer complaints and resolve service issues professionally

Establish proper follow-up procedures and ensure staff adhere to them

Monitor staff productivity, service quality and sales conversion performance

Coach and motivate staff to improve their customer service and work efficiency

Provide regular performance updates and recommendations to management

About you

Experience in the travel agency, tourism, hospitality or customer service industry

Previous supervisory or team leadership experience is an advantage

Excellent communication, customer service and follow-up skills

Strong organisational skills with attention to detail

Proactive, responsible and able to take ownership of problems

Comfortable using WhatsApp, email, spreadsheets and customer management systems

Able to work independently while leading and supporting a team

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