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Team Lead

3 months ago

Makati City, Philippines ETeam PH Full time

POSITION SUMMARY:
The qualified candidate will supervise a multifunctional team whose primary responsibility is to
drive and support a sales culture, support Individual Direct and Trade services ensuring all team members demonstrate an upbeat and friendly disposition, excellent customer service skills promoting relationships with guests and our travel partners as a best in class for service delivery. The ideal candidate will possess the skills to adapt to the various functions that this team is responsible for, assist in the development of the team by coaching, providing feedback, and monitoring performance on a consistent basis. They will be responsible for meeting team and departmental goals, should be flexible and adapt well to change, and possess strong Customer Service skills. Models' attributes
such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Ability to communicate in a clear, concise, understandable manner, listens attentively to others, understand material, and provide instructions to team members.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Identify, support and promote Key Performance Metrics for team members.
2. Recommend to management improvements in product, booking documentation methods,
revenue management procedures, service, accounting methods and procedures, etc.
3. Follow up on recommended adjustments to ensure customer satisfaction
4. Coach, develop and monitor team members on a consistent basis
5. Track performance and ensure all departmental goals are met.
6. Motivate team members for success.
7. Review Processes and Procedures regularly to identify efficiencies

Performs other duties as required. This job description in no way states or implies that these are
the only duties to be performed by the employee occupying this position. Employees will be
required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS:
4-year Bachelor Degree required
3 year industry or call center working experience preferred
Previous coaching or supervisory experience
Experience in one of the following strongly preferred: customer service call center (inbound or
outbound);
Excellent English Skill

KNOWLEDGE AND SKILLS:
✓ Candidate must possess excellent interpersonal skills.
✓ Passionate in Sales techniques
✓ Must be able to work across departments
✓ Excellent communications skills, both written and verbal (English, Chinese highly regarded)
✓ Candidate must have the necessary skills to develop phone relationships with all customers, internal and external, resolve all challenges efficiently while strengthening our Guest loyalty to the respective brand.
✓ The candidate must carefully and efficiently evaluate resolution options and display superior customer service soft skills to amicably and positively handle the call to
conclusion.
✓ Candidate must have a high level of competency performing the investigation of guest
inquiries and complaints about booking(s), product, service, billing, air arrangements,
and/or any pre or post vacation experiences.
✓ Must demonstrate an ability to handle irate or difficult callers who insist on escalating their
call to a higher level.
✓ Must flexible with their work schedule