Customer Service Team Leader
Trevolution / Egypt, Cairo
Responsibilities:
- Define tasks and set deadlines.
- Manage day-to-day operations to ensure that everything is running in place.
- Set KPIs and targets for teams.
- Provide feedback and support to the Customer Care team to ensure that all issues are resolved within the agreed service levels.
- Investigate and resolve customer complaints and queries – particularly the escalated ones.
- Act as a subject matter expert for his team, support, deliver information, clarify concerns, etc.
- Analyze and report training team needs.
- Monitor team performance and report on metrics.
- Deliver the weekly coaching for his/her team members.
- Provide Direct Customer Support through various channels.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Identify high performers and reward accomplishments.
Requirements:
- Bachelor degree in Tourism or any related field.
- Fluent English Speaker.
- Proven work experience 4-6 years, including minimum of 2 years team leader or supervisor.
- Experience in the travel industry is a plus.
- Good PC skills, especially MS Excel, PowerPoint, Word.
- Excellent communication Skills.
- Leadership skills.
- Organizational and time-management skills
- Decision-making skills.
- GDS experience is a plus.
- Awareness of voice and non-voice KPIs is a plus.
Compensation:
Very competitive package.
apply for a job
