Job Summary:

We are seeking a highly motivated and experienced Team Lead/Junior Manager to manage a team of Customer Experience Specialists within our Flights Line of Business. The ideal candidate will have a strong understanding of the flight/travel industry especially on GDS (Amadeus & Travelport), excellent analytical skills, and proven people management abilities. This role is critical in ensuring a seamless and positive experience for our customers booking flights through our platform.

Responsibilities:

Team Management:

Supervise, coach, and mentor a team of Customer Experience Specialists [Team of 15 Members].
Conduct regular performance reviews, identify training needs, and create development plans for team members.
Monitor team performance against key metrics (e.g., resolution time, customer satisfaction scores, first call resolution).
Manage team schedules and ensure adequate staffing levels to meet customer demand.
Foster a positive and collaborative team environment.

Customer Experience:

Ensure the team provides exceptional customer service across all channels (phone, email, chat, social media).
Handle escalated customer issues and complex inquiries.
Identify and address trends in customer complaints and feedback.
Proactively identify opportunities to improve the customer experience.

Operational Excellence:

Monitor key performance indicators (KPIs) and identify areas for improvement in operational efficiency.
Implement process improvements and best practices to enhance team productivity and customer satisfaction.
Collaborate with other departments (e.g., product, engineering, growth and finance) to resolve customer issues and improve the platform.
Stay up to date on industry trends and best practices in customer service.

Reporting and Analysis:

Prepare regular reports on team performance and customer experience metrics.
Analyse data to identify trends and insights that can be used to improve customer service and operational efficiency.
Use data to make informed decisions about resource allocation and process improvements.

Qualifications:

Bachelors degree in a related field preferred.
Minimum of 3-4 years of experience in customer service, preferably in the flight/travel industry.
Proven experience in managing and leading a team.
Sound knowledge of flight/travel terminology, processes, and GDS systems (e.g., Amadeus, Sabre, Galileo).
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Proficiency in using CRM software and other customer service tools.
Strong customer focus and a passion for delivering exceptional customer service.

Preferred Qualifications:

Experience with Amadeus/Travelport is a must.
Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.
Familiarity with customer satisfaction metrics and measurement methodologies like Service level Adherence, Re-open rate, FCR, FRT, CSAT, and Escalation rate.

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