Manager, Help Desk and Groupdesk

Role and Responsibilities

• Work Location: Suvarnabhumi Airport
• Oversee and ensure timely handling of Ticketing office/ Reservation system/ GIT series and ad-hoc group booking requests from travel agencies, tour operators, key customers, and sales Team.
• Lead and maintain customer service excellence by setting service standards and ensuring team delivers courteous, professional, and solution-oriented support.
• Ensure comprehensive understanding and proper implementation of Vietjet Thailand Terms & Conditions of Carriage and group pricing, FIT policies and provide guidance/training to team for effective customer communication.
• Monitor, analyze, and update group travel demand trends from market to support strategic decision-making.
• Manage, support, and build strong relationships with assigned agents to maximize group revenue and strengthen business partnerships.
• Develop, review, and present timely reports on group performance, market demand, and market intelligence, including recommendations for improvement and business growth.
• Provide leadership, coaching, and performance management to group team to ensure achievement of targets and continuous development.

Qualifications

• Bachelor’s degree in Business Administration, Tourism Management, Aviation, or other related fields.
• Minimum 7 years of working experience in airline industry, with at least 2 years in supervisory or managerial role in group sales, ticketing, reservation, or customer service.
• Strong leadership, people management, and team development skills, with proven ability to drive performance and achieve sales targets.
• Excellent problem-solving, negotiation, and decision-making skills with strong business acumen.
• Proficiency in computer software applications (MS Word, Excel, PowerPoint, Internet) and ability to analyze data for business insights.
• Strong communication and interpersonal skills, with the ability to build and maintain effective relationships with agents, customers, and stakeholders.
• Fluent in both English and Thai (spoken & written); TOEIC score of 700 or equivalent is required.
• Ability to work under pressure, manage multiple priorities, and deliver results within tight deadlines.
• Strong ability to work independently and provide strategic direction, with high adaptability in a diverse and multicultural environment.
• Proven capability to manage multiple priorities and lead team effectively in a fast-paced and rapidly changing business environment.
• Excellent coordination and cross-functional collaboration skills, with the ability to influence and align stakeholders across departments.
• Strong sense of confidentiality, tact, and discretion in handling sensitive information and decision-making at management level.
• Demonstrated ability to make sound administrative, procedural, and business decisions with accountability and strategic judgment.
• Willingness and ability to travel domestically and internationally to represent the company, strengthen partnerships, and support business development.