Customer Service Supervisor
Job Summary
You will assist customers with premium travel packages for Hajj, Umrah, and Wisata. The role involves delivering high-quality service with a warm demeanor. You will also supervise team members to ensure consistent service standards and efficient operations.
Responsibilities
- Deliver premium travel service for Hajj/Umrah
- Supervise and coach customer service team
- Manage escalated client enquiries
- Coordinate daily operational schedules
Required Skills
- 5+ years travel agency experience
- Hajj and Umrah travel knowledge
- Proficiency in MS Office
- Strong leadership and communication skills
Job Details
Responsibilities:
- Deliver high-quality customer service to support clients booking premium travel packages for Hajj, Umrah, and Wisata.
- Communicate clearly and warmly to maintain positive client interactions throughout the service process.
- Supervise and guide customer service team members to ensure consistent service standards and efficient daily operations.
- Monitor staff performance, provide coaching, and support training to improve service quality and team productivity.
- Handle escalated customer enquiries or complaints professionally and coordinate appropriate resolutions with the team.
- Coordinate work allocation, daily priorities, and team coverage to meet operational needs, including peak travel periods.
- Use MS Office proficiently to manage travel documents and customer information accurately.
- Pay close attention to details to ensure accuracy in bookings and client records.
- Adapt to work schedules including Saturdays to meet operational needs.
- Prepare to start work promptly within a short notice period.
Preferred competencies and qualifications:
- Minimum 5 years of relevant experience working in a travel agency.
- Experience with Umrah and Hajj travel arrangements.
- Knowledge of religious practices related to Hajj and Umrah.
Working hours:
- Mon to Fri: 9.30am to 6.00pm
- Sat: 9.30am to 3.00pm