Customer Service Team Leader

Position Description. Customer Service Team Leader

Job Tile

Customer Service Team Leader

Reporting to

Customer Service Manager

Department

Customer Service

Location (primary)

Add primary location

Name of hiring manager

Add name of hiring manager

Job Purpose.

The Customer Service Team Leader at WebBeds plays a crucial role in leading and managing a team of customer service agents to deliver exceptional service to our clients and partners. The purpose of this role is to provide direction, support, and guidance to the team, ensuring service level agreements are met and customer satisfaction is achieved. The Customer Service Team Leader is responsible for driving team performance, fostering a positive work environment, and continuously improving customer service operations. By effectively leading the team, the Customer Service Team Leader contributes to the overall success of the customer service department and helps achieve the company's mission of providing exceptional and consistent service to delight our clients, suppliers, and partners.

Key Responsibilities.

• Lead and manage a team of customer service agents and senior customer service agents, providing direction, support, and guidance to ensure exceptional service delivery
• Monitor team and individual performance, setting clear performance goals and KPIs aligned with company objectives
• Conduct regular team meetings and coaching sessions to provide feedback, address performance gaps, and promote continuous improvement
• Real time monitoring for both the team availability and for the received flow on the different queues
• Set the rostering and ensure a good coverage 24X7
• Giving the correct directions to the team of how to work in a smarter way to get customer’s queries handled and resolved timely and in the most efficient way
• Giving the tips and tricks to the team about how to reach the maximum customer satisfaction
• Handle escalated customer inquiries or complaints, demonstrating effective problem-solving skills and conflict resolution abilities
• Collaborate with other departments and stakeholders to ensure seamless coordination and resolution of customer issues
• Utilize data and performance metrics to analyse trends, identify areas for improvement, and implement strategies to enhance customer service operations
• Develop and maintain standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery
• Assist in the recruitment and selection process for new customer service team members, conducting interviews and providing input
• Collaborate with the management team to develop strategies, goals, and objectives for the customer service department
• Promote a culture of accountability, ownership, continuous improvement, and collaboration within the team

Level of Management Responsibility.

• Team Leadership

Key Measures.

• Set KPIs
• QA scores
• Adherence to external and internal SLAs
• Adherence to the Business objectives and delivery of personal objectives
• Timeliness of deliverables
• Customer Satisfaction or NPS through survey
• Employee Engagement
• Employee Retention
• Coaching and Development: Effectiveness of coaching and development programs provided to team members, including their skill improvement and performance growth
• Workload Management: Ensure calls and tickets are being handled efficiently to avoid aging tickets and abandoned calls
• Escalation Management: Ability to handle escalated customer issues and complaints effectively and in a timely manner
• Team Collaboration: Level of collaboration and teamwork within the team, including cross-functional collaboration with other departments

Required Experience and Knowledge.

Essential

Qualifications & Knowledge

• Solid understanding of customer service principles and best practices
• Proficient in using customer service software and systems
• Knowledge of customer service metrics and KPIs
• Familiarity with standard operating procedures (SOPs) in a customer service environment
• Knowledge of industry trends and emerging technologies in customer service

Experience, Skills and Behavioural Requirements

• Proven experience in a customer service leadership role, preferably within the travel or hospitality industry.
• 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 effectively convey information and instructions.
• Exceptional problem-solving abilities, with a proactive and solution-oriented approach.
• Strong analytical skills, with the ability to analyse data, identify trends, and make data-driven decisions.
• Excellent organizational and time management skills, with the ability to prioritize and delegate tasks effectively.
• Ability to work collaboratively with other departments and stakeholders to achieve common goals.
• Result-oriented mindset, with a focus on achieving targets and delivering exceptional customer service.
• Flexibility to work varying hours and weekends, as required in a 24/7 customer service operation.
• Demonstrated ability to handle escalated customer inquiries or complaints with professionalism and empathy.
• Proven record of accomplishment in driving team performance and meeting or exceeding service level agreements (SLAs).
• Ability to foster a positive and collaborative team environment, promoting teamwork, open communication, and a customer-focused mindset.
• Strong leadership qualities, including accountability, ownership, and a focus on continuous improvement.
• Ability to handle multiple priorities and work under pressure in a fast-paced environment.

About WebBeds.

Launched in 2013, WebBeds is the world’s fastest growing B2B travel intermediary, or ‘bedbank’, providing accommodation and ground product distribution services to the travel industry. We source content from travel suppliers, aggregate and merchandise that content in the WebBeds platform, then distribute it to our global network of travel trade clients, who sell to the travelling public.

Our clients – online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more – access the company’s huge global inventory of more than 368,000 hotels (comprising 30,000+ direct contracts, 70+ integrated third-party providers and 60+ major hotel chains) through market-leading, trade-only booking websites or via simple and seamless API connectivity. In addition to hotel product, clients can also book over 5,500 transfer services in 1,200 destinations along with thousands of guided excursions and tickets for attractions.

Our supplier partners – global hotel chains, independent hotels, apartments, resorts, attractions, transfer, and sightseeing companies and more – benefit from our global distribution network of over 44,000 travel companies in more than 145 source markets and are supported by a local dedicated point of contact focused on ensuring we deliver value, choice, expertise, and an unrivalled level of service.

WebBeds operates global coverage through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) (Middle East and Africa) and Americas - with over 1,400 travel professionals working in 50 offices worldwide. WebBeds also operates specialist brands JacTravel DMC (Destination Management Companies) and Umrah Holidays International. JacTravel DMC provides tailormade travel arrangements for offline FIT and groups traveling to the UK, Ireland, and key mainland European destinations to the international travel trade. Umrah Holidays International is a genuine pioneer, providing online pilgrimage travel services to travel agencies worldwide.

Find out more about the WebBeds business at www.webbeds.com

WebBeds is a division of Webjet Limited (ASX: WEB).