Customer Service Team Leader

Trevolution / Egypt, Cairo


  • 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.


  • 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.


Very competitive package.

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