Bangkok On-Site Night-Shift Airline Support Team Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,248,000 - 2,496,000; Full time

Job summary

Hammerjack Pty Ltd in Bangkok is seeking a Customer Support Team Lead to lead a Japanese/English-speaking team for an international airline service project. The role entails managing daily operations, coaching team members, and ensuring high-quality service for flight reservations, changes, refunds, and inquiries.

You will oversee team performance, drive KPIs, and foster a stable environment that enables strong performance and customer satisfaction.

Qualifications

• Experience in airline/aviation customer service with leadership experience.
• Team Lead or equivalent leadership in a BPO/contact center for airline projects.
• Minimum 2 years in a leadership role within a BPO or airline call center.

Responsibilities

• Monitor and manage daily team KPIs including SLA, CSAT, AHT and other metrics.
• Provide coaching, feedback and performance evaluations to team members.
• Handle escalated customer cases and operational issues.
• Prepare and maintain performance reports.
• Work closely with internal departments and stakeholders.
• Support the team in maintaining high service quality and productivity.
• Ensure smooth day-to-day operations of the Japanese-speaking customer support team.

Skills

Team leadership

Customer service

English proficiency

Job description

Hammerjack Pty Ltd in Bangkok is seeking a Customer Support Team Lead to lead a Japanese/English-speaking team for an international airline service project. The role entails managing daily operations, coaching team members, and ensuring high-quality service for flight reservations, changes, refunds, and inquiries.

You will oversee team performance, drive KPIs, and foster a stable environment that enables strong performance and customer satisfaction.