Travel Customer Service Lead & Booking Coach

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

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