Customer Service Team Leader

Trevolution / Egypt

Responsibilities:

  • Define tasks and set deadlines.
  • Manage day-to-day operations to ensure that everything is running in place.
  • Set KPIs and targets for teams.
  • Provide feedback and support to the Customer Care team to ensure that all issues are resolved within the agreed service levels.
  • Investigate and resolve customer complaints and queries – particularly the escalated ones.
  • Act as a subject matter expert for his team, support, deliver information, clarify concerns, etc.
  • Analyze and report training team needs.
  • Monitor team performance and report on metrics.
  • Deliver the weekly coaching for his/her team members.
  • Provide Direct Customer Support through various channels.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Identify high performers and reward accomplishments.

Requirements:

  • Bachelor degree in Tourism or any related field.
  • Fluent English Speaker.
  • Proven work experience 4-6 years, including minimum of 2 years team leader or supervisor.
  • Experience in the travel industry is a plus.
  • Good PC skills, especially MS Excel, PowerPoint, Word.
  • Excellent communication Skills.
  • Leadership skills.
  • Organizational and time-management skills
  • Decision-making skills.
  • GDS experience is a plus.
  • Awareness of voice and non-voice KPIs is a plus.

Compensation:

Very competitive package.


With us you will:

  • Be a part of a top tier team of professionals, work on global projects that reach millions worldwide, create complex one-of-a-kind in-house products and solutions;
  • Get opportunities for professional development: learn new skills with online courses, broaden your network in local and international conferences, receive mentoring;
  • Enjoy our learning oriented culture: learn and exchange ideas in lectures and workshops led by your colleagues and team leaders;
  • Get extra benefits for your health and well-being, organised well-being lectures and workshops to promote and support self-care, arranged office yoga class, vaccination days in the office, and much more;
  • Get treated with delicacies at the office with snack days and supply of fresh fruit and delicious coffee;
  • Enjoy a variety of employee discount programs and have fun at monthly internal activities and celebrations;
  • Work from a spacious, modern, and well-equipped offices.

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Want to be our next success story?

Let us know if you interested! We will contact you and maybe soon you will be here at our office, drinking great coffee!

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