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