Team Lead Airline Customer Support

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

Job Title: Team Leader – Airline Customer Support (BPO)

Shift : Rotational Shifts/ Rotational Offs (24/7)

Work Location: Ara Damansara

Role Overview

Lead and manage day-to-day airline customer support operations across voice, email, and chat channels. Ensure SLA/KPI adherence, high service quality, and effective team performance while handling escalations related to bookings, ticketing, refunds, and schedule changes using Amadeus GDS.

Required Skills & Qualifications

• Minimum 5 years of experience in the travel, airline, OTA, or contact center industry.
• Proficiency in at least one GDS platform: Amadeus, Sabre, or Travelport.
• Proven experience in team management, performance monitoring, and operational leadership.
• Strong coaching, mentoring, decision-making, and stakeholder management skills.
• Experience in workforce planning, SLA management, and performance reporting.
• Excellent communication, presentation, and problem-solving skills.
• Willingness to work rotational shifts, weekends, and public holidays.
• Strong problem-solving and customer-focused mindset.