Travel Customer Experience Team Lead

Trip.com; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits

Job summary

Trip.com Group seeks a Team Leader to oversee a group of customer advisors handling hotel and flight products. You will supervise day-to-day operations, coach staff, and ensure service levels are achieved. The role emphasizes leadership, communication, and adherence to policy.

You will coordinate with Workforce Management to balance workloads and drive KPIs, while supporting a global travel platform. A focus on customer empathy and quality is essential for success in this fast-paced environment.

Qualifications

• Minimum two years leadership experience in customer service or related teams.
• Strong communication skills in English and Malay.
• Willingness to work a flexible schedule including weekends and public holidays.

Responsibilities

• Supervise a group of customer advisors, monitor attendance, and ensure policy compliance.
• Identify performance gaps and implement corrective actions up to termination.
• Distribute workload and manage on-shift operations to meet KPIs.
• Coach and develop direct reports on performance and service quality.
• Lead standups, 1:1s, and team meetings; communicate key information to the team.

Skills

Leadership

Communication

Bilingual English-Malay

Time management

Mentoring

Flexible schedule

Job description

Trip.com Group seeks a Team Leader to oversee a group of customer advisors handling hotel and flight products. You will supervise day-to-day operations, coach staff, and ensure service levels are achieved. The role emphasizes leadership, communication, and adherence to policy.

You will coordinate with Workforce Management to balance workloads and drive KPIs, while supporting a global travel platform. A focus on customer empathy and quality is essential for success in this fast-paced environment.