Customer Service Team Leader  

We are seeking a talented individual to join our team as a Customer Service Team Leader. As the leader of a team of 15 members, you will play a critical role in guiding, mentoring, and inspiring a diverse group of back-office personnel and customer support staff. The ideal candidate will have a proven track record in customer-facing roles, exceptional customer satisfaction, and a history of driving continuous improvement initiatives within an organization.

Key Responsibilities:

• Lead, coach, and evaluate a team of 15 customer support staffs, conducting regular performance evaluations and providing constructive feedback to foster growth and development.
• Design and implement innovative strategies to optimize daily operations, ensuring high efficiency and effectiveness in meeting Service Level Agreements (SLAs).
• Continuously identify areas for improvement, implement process enhancements, and use data-driven insights to improve productivity and meet SLA metrics.
• Act as the primary point of contact for clients, maintaining strong relationships and proactively addressing their needs and expectations.
• Monitor performance metrics and generate detailed reports for senior management and clients to ensure operational excellence.
• Identify and mitigate potential risks, ensuring compliance with data protection policies and other operational safeguards.

• Proficient in both written and spoken English.
• A minimum of 2 year experience in the Customer Service field.
• Background in the travel and aviation industry is a plus, but not required.
• Strong leadership skills, with the ability to inspire and motivate teams to achieve objectives.
• Excellent communication and interpersonal skills, with a pleasant and approachable demeanor.
• Analytical mindset with a talent for interpreting data and metrics to guide decision-making and process improvements.
• Ability to excel in a fast-paced, high-pressure environment, with strong problem-solving capabilities.