Customer Support Team Leader

The Company

"People don't take trips – trips take people" …

… and we're in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We're G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.

We're not a corporation and don't behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun

The Department

Our Customer Support teams are the dynamic interface between our global clients (travel agents) around the world and our suppliers (hotels) throughout Europe and the Middle East. We book everything hotel rooms all over the world for individual travelers.

Building strong and successful relationships with our suppliers ensures that we can offer our customers the best possible service at the lowest possible prices, and our teams are responsible for delivering against these objectives.

The Role

Responsibilities for the Customer Support Team Leader position include:

• Lead, motivate, and coach the customer support team to achieve team goals and deliver outstanding customer service;
• Set performance expectations, provide regular feedback, and conduct performance evaluations with the guidance of his/her manager;
• Foster a positive team environment that promotes collaboration, growth, and professional development;
• Identify training needs and coordinate training sessions to enhance team members' skills and knowledge;
• Ensure that all customer inquiries, issues, and complaints are handled promptly and effectively;
• Monitor team performance metrics and customer feedback to identify areas for improvement and implement corrective actions;
• Develop and maintain strong customer relationships by promoting a customer-centric approach within the team;
• Handle escalated customer issues, demonstrating empathy, problem-solving skills, and a commitment to resolution;
• Collaborate with other teams, such as data and helpdesk, to streamline workflows and resolve customer pain points;
• Develop and update customer support procedures, guidelines, and knowledge base articles to ensure accurate and consistent information is available to the team and customers;
• Prepare weekly, monthly and ad hoc regular reports on team performance, including key metrics, trends, and areas requiring improvement;
• Analyse data to identify patterns, recurring issues, and opportunities to enhance customer satisfaction and team productivity;
• Provide insights and recommendations to management based on data analysis to drive continuous improvement;
• Serve as a liaison between the customer support team and other departments, fostering strong cross-functional relationships;
• Communicate updates, changes, and important information to the team, ensuring clear and effective communication channels;
• Implements and monitors all processes and procedures in Customer Support department;
• Coordinates and monitors the team's activities to ensure effective allocation of work and use of resources (checks the work volume for the day, e.g.: pending HCN items, Bookings with Issues, Messages to be actioned, reports, makes allocation for the week);
• Organise the team's working shifts based on business needs and update the work schedule (with days off, sick leaves, OVT, public holidays etc.);
• Build up and maintain good working relationships with Sales Offices and Destination Managers;
• Participate in hiring new team members.

The Requirements

• Previous experience in Travel / Hospitality industry;
• Minimum of 6 months in G2 and Customer Support;
• Higher education degree in tourism / economy is preferred;
• Result oriented attitude;
• Customer oriented attitude;
• Crisis management skills;
• Strong problem-solving and decision-making abilities, with the capacity to handle complex and challenging customer situations;
• Strong organizational skills, with the ability to prioritize and manage multiple tasks effectively;
• Excellent interpersonal and communication skills, both verbal and written.
• Ability to motivate and inspire a team, fostering a positive work environment and encouraging continuous improvement;

The Deal

Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience.
• Salaries are reviewed and discussed annually and can increase significantly according to experience.
• A genuine commitment to recognise your achievements.
• Hard work deserves a break, so we offer 15 days annual leave each year plus all public holidays.
• First class office environment which is a safe, comfortable, stimulating and fun place to be.
• Medical cover on Day 1 of employment
• We want you to eat well, so we offer you a rice allowance.
• Clothing allowance to support your professional and personal needs.
• Competitive transportation allowance
• Opportunities to travel at discounted prices.