MANAGER, GROUP DESK & HELP DESK

Company Description

VietJet Thailand, a subsidiary of VietJet Air, operates an extensive flight network across Thailand and Vietnam, with plans to expand throughout the Asia Pacific region. As a member of the International Air Transport Association (IATA), VietJet Thailand has earned global recognition, including the title of Fastest Growing Low-Cost Carrier of the Year in Thailand by Global Business Outlook Magazine in 2020. The airline has received numerous accolades, such as honors for crisis management, workforce mobility, and passenger-friendly service. Recognized as the Best Place to Work for in Asia 2025 - Thailand, VietJet Thailand is committed to employee satisfaction and outstanding passenger experiences.

Role Description

To lead and manage the Group Desk and Help Desk operations, ensuring efficient handling of group bookings, helpdesk inquiries, and adherence to company standards. The role focuses on delivering exceptional customer service, optimizing processes, and supporting commercial objectives.

Key Responsibilities

Operational Leadership: Oversee daily operations of Group Desk and Help Desk teams. Ensure timely and accurate processing of GIT (Group Inclusive Tours) series and ad-hoc requests. Monitor compliance with company policies and service standards.

Customer Service Excellence: Resolve complex customer issues promptly and effectively. Maintain high levels of customer satisfaction through proactive communication and problem-solving.

Collaboration & Coordination: Work closely with Sales and other departments to ensure smooth processes. Advise management on GIT standards and helpdesk policies.

Reporting & Analysis: Prepare and analyze operational reports for management review. Identify areas for improvement and implement solutions.

People Management: Lead, coach, and develop team members to achieve performance goals. Foster a positive and collaborative work environment.

Minimum Requirements

Education: Bachelor's degree in a relevant field (preferred).

Experience: 5+ years in airline reservation, ticketing, or related operations.

Proven leadership experience managing teams in a customer service environment.

Skills & Competencies: Strong problem-solving and decision-making skills.

Excellent interpersonal and communication abilities.

High level of confidentiality and professionalism. Proficient in standard computer applications.