Supervisor, Customer Relations at VIETJET QAZAQSTAN — NeverHard

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