Team Lead/Jr Manager - CST (Fights)

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.