Customer Service Team Leader

JOB DESCRIPTION

Ensure all agents are achieving their daily KPI’s in qualitative metrics
Monitoring scoring KPI statistics
Isolate and identify areas of improvement on members performance
Monitoring daily reports from the supervisor
Provide leadership, guidance, and support to the team members
Manage refreshment & training to agents
Handle major incidents that cannot be resolved by agents
Identify & escalate issues to the related teams when out of the scope of this department
Finding issues among members related to productivity and problem solving
Accept and process special requests from customers as per SOPs
Manage recurring meetings with team(s) to review performance
Manage routing and payment method enablement as per available inventory defined by SOPs
Ensure all cases are solved within the required timeframe following the company’s SOPs
Report fraud to the company’s risk team
Report any product error findings to related product/engineering teams

JOB REQUIREMENT

Good at English (speaking & writing)
At least 1 year-experienced in Team Leader position
At least 1 year-experienced in Aviation /Flight /Ticketing
Have knowledge and experience in airlines system or GDS
Experience in OTA/TMC
Have experience in a Call Center environment is a plus
Data-driven in planning and problem solving
Disciplined and highly motivated to motivate and encourage team for improvement.
A strong understanding of customer service principles
Proven ability to do staffing and scheduling
High acceptance of shift-based schedule

Benefit

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Further information will be discussed in the interview!
Interested candidates, please APPLY resumes as below or, CONTACT US

Candidates need to be Covid-19 vaccinated fully

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