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Supervisor, Customer Relations
Описание вакансии
Responsibilities:
Organize and oversee the work of the team handling passenger feedback (complaints, claims, compliments, reviews) across all channels — call center, e-mail, social media, website, review-monitoring platforms
Distribute incoming cases among team members and monitor compliance with response deadlines (SLA) in line with company standards and civil aviation regulatory requirements
Handle complex and escalated cases, including situations requiring compensation, refunds, or coordination with the legal department or airport ground handling services
Analyze root causes of recurring complaints and prepare reports with recommendations for related departments (ground services, in-flight service, contact center, IT)
Monitor the department's quality metrics: NPS/CSAT, response and resolution time, repeat-contact rate
Train, onboard, and mentor new team members; conduct regular quality monitoring and provide feedback on calls/correspondence
Maintain and update scripts, response templates, and case-handling procedures
Collaborate with other airline departments (commercial, marketing, operations) on improving the customer experience
Prepare regular reports for management on complaint trends and passenger satisfaction levels
Requirements:
Higher education
At least 3 years of experience in customer service, including at least 1 year in a supervisor/team lead/senior specialist role
Experience in the aviation, tourism, or hospitality industry is a strong advantage
Confident English proficiency (Upper-Intermediate or higher) for business correspondence and communication with an international team; Vietnamese language skills are a plus
Experience with CRM systems and case/ticket management systems; confident command of MS Excel/Google Sheets for data analysis
Strong managerial skills: task-setting, performance monitoring, team motivation
Resilience under pressure and conflict-resolution skills
Analytical mindset with the ability to work with large data volumes and draw conclusions
Strong verbal and written communication skills, attention to detail
Willingness to work shifts as required, given the specifics of the aviation industry
Метки
О компании «VIETJET QAZAQSTAN»
QAZAQ AIR was established on April 1, 2015 and operated its first commercial flight on August 27, 2015.
The airline is an official member of IATA and has been successfully certified under the IATA Operational Safety Audit (IOSA) program since 2018.
On May 6, 2025, in the presence of Kassym-Jomart Tokayev, President of the Republic of Kazakhstan, and Mr. To Lam, General Secretary of Vietnam, the privatization of QAZAQ AIR was completed.
The shareholders of QAZAQ AIR are:
- Samruk-Kazyna JSC – 49%
- Central Asia Aviation Holdings Limited (part of the Vietnamese Sovico Group) – 49%
- Kazasia Holdings Limited – 2%
On the same day, during the Kazakhstan–Vietnam Business Forum in Astana, QAZAQ AIR and Vietjet announced a strategic partnership and the launch of the new brand — Vietjet Qazaqstan.
