Assistant Manager, Customer Service

Key Responsibilities:

Customer Service Operations (Travel Support)

Oversee daily customer service operations, including handling travel inquiries, bookings, amendments, and cancellations for FIT and group tours.

Ensure timely and accurate responses to customers regarding itineraries, travel arrangements, and related services.

Develop and implement service standards to ensure a smooth and consistent travel experience for customers.

Monitor service performance metrics (e.g., response time, resolution rate, customer satisfaction) and take corrective actions where necessary.

Team Leadership and Development

Lead, coach, and develop a team of customer service representatives supporting travel-related services.

Set KPIs aligned with service excellence, booking accuracy, and customer satisfaction.

Provide training on travel products, destinations, booking systems, and customer handling skills.

Manage manpower planning, including shift scheduling (if hotline support is required).

Act as the escalation point for complex travel cases or high-priority customer concerns.

Customer Issue Resolution & Service Recovery
Handle escalated travel issues such as booking discrepancies, service failures, or on-ground tour concerns.

Coordinate with overseas agents, tour operators, airlines, and suppliers to resolve issues promptly.

Implement service recovery actions to maintain customer satisfaction and brand reputation.

Analyze feedback from travelers to identify recurring issues and improve service delivery.

Stakeholder & Supplier Coordination
Work closely with internal teams (e.g., reservations, operations, sales, product) to ensure seamless coordination of travel arrangements.

Liaise with external partners, including hotels, transport providers, and overseas agents, to ensure service quality.

Ensure all travel services are delivered according to confirmed itineraries and customer expectations.

Continuous Improvement & Innovation
Identify opportunities to improve processes, systems, and workflows in travel customer service operations.

Stay updated on travel industry trends, destinations, and customer expectations.

Drive initiatives to enhance customer journey, including digital tools, automation, and service enhancements.

Operational Support & Emergency Coverage

Support other operational matters as required on an ad-hoc basis within the department.

Willing to support the hotline for emergency coverage during short-staffed periods.

Requirements:

Bachelor’s Degree in Tourism, Hospitality, Business, or related field.

5 years above of customer service experience in the travel industry, with supervisory experience preferred.

Knowledge of FIT, group tours, bookings, and travel operations.

Strong problem-solving skills with experience in handling customer issues and service recovery.

Good communication and leadership skills.

Able to work in a fast-paced environment and manage multiple tasks.

Familiar with Microsoft Office and booking systems (GDS).

Office location: Fraser Business Park, Metro Pudu (nearby MRT/LRT)