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Customer Service Supervisor

Customer Support / Egypt, Cairo

Welcome to Dyninno Egypt, where we blend our love for travel and innovation to create something truly amazing!

As part of the global Dyninno Group, we’re a bunch of over 5,400 multicultural professionals spread across 50+ countries, with our roots firmly planted in industries like travel, finance, entertainment, and technology.

Since our establishment in 2019 at Smart Village, Giza, we’ve been proudly offering ASAP Tickets and Skylux Travel as our primary products.

Our Dyninno Egypt family has over 400 Travel Agents and Support Specialists passionate about making travel dreams come true. And that’s not all – we’re planning to expand to 650 by the end of 2023. That’s right – we’re on a mission to evolve the travel industry!

But here’s the best part – we’re all about fostering a dynamic work environment that encourages growth and development.
We recognize and reward real talent and offer all the necessary training and support to help our team members achieve their professional goals and unlock their true potential.
We don’t just talk the talk – we walk the walk!
So, what do you say? Ready to join our tribe of travel enthusiasts and make a difference in the world? Let’s do this – Dyninno Egypt style!

Responsibilities:

  • Define tasks and set deadlines for team leaders.
  • Set KPIs and targets for team leaders.
  • Provide feedback and support to the Customer Care team leaders to ensure that all issues are resolved within the agreed service levels.
  • Analyze and report team training needs to the training department.
  • Monitor team performance and report on metrics.
  • Communicate workflow updates to team members.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Identify high performers and reward accomplishments.
  • Communicate regularly with the QA team about all quality issues and updates.
  • Calculate the KPIs payout on a monthly basis.
  • Provide end of probation feedback reports to the Support Sr. Manager.
  • Analyze the results of the feedback survey on team leaders, and put into place an action plan for improvements.

Requirements:

  • Bachelor’s degree in Tourism or any related field.
  • Fluent English Speaker.
  • Proven work experience of 4-6 years, including minimum of 2 years as team leader or supervisor.
  • Experience in the travel industry is a must.
  • Good PC skills, especially MS Excel, PowerPoint, Word.
  • GDS experience is a plus.
  • Awareness of voice and non-voice KPIs is a must.
  • Leadership during Changes.
  • Effective Communication.
  • Managing Conflict.
  • Improvements and Innovations.
  • Leadership and Development.

Compensation:

  • Very competitive package.
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