Company Overview:

SkyRoute Travel Services Inc. is a well-established Canadian wholesale travel consolidator, now expanding operations to Sri Lanka. With over 30 years of expertise, we work exclusively with travel agents, agencies, and suppliers, providing seamless travel solutions.

SkyRoute offers a comprehensive range of services, including technology-driven solutions, corporate travel, group travel, and customized services. Our expansion into Sri Lanka reflects our commitment to delivering excellence and innovation in the travel industry.

As part of its expansion into Sri Lanka, SkyRoute is looking for a Customer Service Team Leader to manage and enhance its customer support operations.

Position: Team Leader - Customer Service

📍 Location: Sri Lanka 💼 Employment Type: Full-Time 📞 Department: Customer Service & Support

Key Responsibilities:

• Lead and supervise the customer service team to ensure high-quality support.
• Handle customer escalations, complaints, and conflict resolution efficiently.
• Train, mentor, and motivate the customer service team to improve performance.
• Ensure that customer queries and booking-related issues are resolved promptly.
• Work closely with ticketing, sales, and operations teams to ensure smooth customer experiences.
• Monitor team performance and KPIs, providing feedback and process improvements.
• Assist in developing customer service policies and implementing best practices.

Key Requirements:

✔️ Minimum 3 years of experience in customer service within the travel industry.

✔️ Proficiency in GDS systems (Amadeus & Sabre) is an advantage.

✔️ Strong ability to train, mentor, and monitor team performance.

✔️ Excellent problem-solving and conflict resolution skills.

✔️ Fluent in English & Sinhala (Tamil is an added advantage).

✔️ Ability to work under pressure and handle escalations professionally.

✔️ Strong communication, leadership, and interpersonal skills.

Currently there are 3 openings for this role. If you are a talented individual that matches the above job profile, we want you in our team.