Customer Service Supervisor

Job Summary You will assist customers with premium travel packages for Hajj, Umrah, and Wisata, delivering high-quality service while maintaining a warm and pleasant demeanor. 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 Other Information Salary: $3,000 to $3,500 depending on qualifications and experience Working hours: Mon to Fri: 9.30am to 6.00pm Sat: 9.30am to 3.00pm Please visit www.shahidahtravel.com for more information