Job Description
- Establish and maintain regular feedback mechanisms, including weekly 1:1 meetings and team discussions, to review performance, identify areas for development, and provide coaching opportunities.
- Provide real-time performance management through consistent monitoring, including call reviews, to uphold quality standards.
- Serve as the primary escalation point for Travel Advisors, addressing and resolving complex issues and removing obstacles to ensure smooth operations.
- Actively participate in and contribute to team meetings, fostering an environment of open communication and collaboration.
- Monitor the agents impacts on customer satisfaction.
- Proactively track key performance indicators (KPIs) such as call quality, average handle time (AHT), and first call resolution (FCR), etc
- Ensure you effectively addresses customer complaints and concerns in a timely manner, contributing to the overall customer experience.
- Has to coordinate and communicate with clients/vendors via voice channel
- Will work on a 24/7 shift schedule including graveyard shifts, weekends, and holidays.
- Analytical skills and time management, exceptional customer service skills, eye for detail
- Strong interpersonal and English communication skills (verbal & written) with the ability to communicate effectively with both internal and external stakeholders.
- GDS skill on any GDS (preferred)
- Understanding of travel tools/geography (preferred)
- Experience in travel industry
- Previous experience (2-3 yrs) of leading team of agents (10-15 members)
- Should have experience/knowledge one and more GDS applications (Sabre, World span, Apollo, Amadeus or Galileo)- preferred
- Customer Service/ Travel Background
Experience in any travel process /agency (preferred)
- Graduation School/ College Graduate
- Knowledgeable in MS Office
- Travel Diploma Certificate from IATA Authorized Institute. (preferred)
