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As a Customer Service Team Leader, you will lead and manage a team of customer service agents to deliver exceptional service to our clients and partners. You will provide direction, support, and guidance to the team, ensuring service level agreements are met and customer satisfaction is achieved. You will drive team performance, foster a positive work environment, and continuously improve customer service operations.
By effectively leading the team, you will contribute to the overall success of the customer service department and help achieve our mission of providing exceptional and consistent service to delight our clients, suppliers, and partners.
Key responsibilities
Team leadership: Lead and manage a team of customer service agents and senior agents, providing direction, support, and guidance to ensure exceptional service delivery.
Performance management: Monitor team and individual performance, setting clear goals and KPIs aligned with company objectives, and conduct regular team meetings and coaching sessions to provide feedback, address performance gaps, and promote continuous improvement.
Real-time monitoring and rostering: Monitor team availability and incoming flow across the different queues in real time, and set the rostering to ensure good 24/7 coverage.
Ways of working: Guide the team on how to work smarter to handle and resolve customer queries efficiently, sharing tips and techniques to achieve maximum customer satisfaction.
Escalation handling: Handle escalated customer inquiries or complaints, demonstrating effective problem-solving and conflict-resolution skills.
Cross-functional collaboration: Collaborate with other departments and stakeholders to ensure seamless coordination and resolution of customer issues.
Data and continuous improvement: Use data and performance metrics to analyse trends, identify areas for improvement, and implement strategies to enhance customer service operations.
Process governance: Develop and maintain standard operating procedures to ensure consistency and efficiency in service delivery.
Recruitment support: Assist in the recruitment and selection of new team members, conducting interviews and providing input.
Departmental strategy: Collaborate with the management team to develop strategies, goals, and objectives for the customer service department.
Team culture: Promote a culture of accountability, ownership, continuous improvement, and collaboration within the team.
Proven experience in a customer service leadership role, preferably within the travel or hospitality industry.
Proven record of driving team performance and meeting or exceeding service level agreements.
Solid understanding of customer service principles, best practices, and standard operating procedures.
Proficient in using customer service software and systems.
Knowledge of customer service metrics and KPIs, with the ability to analyse data, identify trends, and make data-driven decisions.
Awareness of industry trends and emerging technologies in customer service.
Excellent leadership and people management skills, with the ability to motivate, coach, and develop team members.
Excellent communication skills, both verbal and written, with the ability to convey information and instructions clearly.
Exceptional problem-solving abilities, with a proactive, solution-oriented approach.
Excellent organisational and time management skills, with the ability to prioritise and delegate tasks effectively.
Ability to handle escalated customer inquiries or complaints with professionalism and empathy.
Ability to foster a positive, collaborative team environment and work across departments to achieve common goals.
Result-oriented mindset, with a focus on achieving targets and delivering exceptional service.
Ability to handle multiple priorities and work under pressure in a fast-paced environment.
Flexibility to work varying hours and weekends, as required in a 24/7 customer service operation.
Your journey with WebBeds could still be just beginning. Join our Talent Community to stay connected and be the first to hear about new opportunities as they arise.
Join our Talent Community
To be the most trusted, agile and value driven partner in our industry - powered by a culture where our people thrive, innovation flourishes, and our hunger to win delivers lasting impact for our customers.
Empower our people to deliver exceptional value through integrity, respect and relentless curiosity - challenging conventions, embracing change and working together to create superior outcomes for our customers.