Job Title:
Senior Customer Service Representative (Travel Project)
Job Description
We are seeking a dedicated and experienced Senior Customer Service Representative to mentor and support our customer service team. This role involves overseeing daily operations, mentoring team members, monitoring performance, and ensuring the delivery of high-quality customer service. The ideal candidate will have strong leadership skills, a passion for developing others, and a proactive approach to problem-solving
- Team Oversight: Supervise and guide a defined team structure, ensuring smooth day-to-day operations and team alignment with service standards.
- Task Delegation: Assign responsibilities based on individual strengths and business priorities to optimize efficiency and productivity.
- Performance Monitoring: Track key performance indicators (KPIs), conduct regular reviews, provide constructive feedback, and escalate issues as appropriate.
- Training and Mentorship: Identify training needs, conduct on-the-job coaching sessions, and help build the team's skills and capabilities.
- Conflict Resolution: Serve as the first point of contact for team-related conflicts, addressing concerns and promoting a positive work environment.
- Reporting: Compile and present detailed performance reports and actionable insights to upper management to support decision-making and continuous improvement.
Preferred Skills
- Should be willing to travel and work at international location.
- Experience handling customer inquiries, complaints, and service requests related to flight products using specialized tools and systems
- Strong problem-solving skills with the ability to resolve complex cases, including flight re-routing and escalated customer issues
- Ability to identify patterns in customer feedback and escalate unresolved or emerging concerns to team leaders or relevant departments
- Familiarity with airline operations, ticketing rules, and rebooking procedures is a strong advantage
Qualification
- Able to communicate inEnglish fluently
- Bachelor degree above
- Over 1 year of experience in a customer service role
- Experience in monitoring KPIs and preparing performance reports
- Problem-solving mindset with a proactive approach to conflict resolution
- Proficient in CRM tools and Microsoft Office Suite
Interested candidates can ping me on 8178381319
