Team Leader - with Corporate Travel Background
The Emirates Group
7d ago

Lead a team of customer service agents by providing operational and supervisory support and specialised business expertise on a day to day basis including usage of relevant motivational, training, management and communication techniques in order to achieve the departments customer service and revenue targets.

Key Responsibilities and Accountabilities : - Provide on-job training to new joiners and regularly conduct briefings to update the team on necessary operational changes and latest promotions, changes in airline trends, new products and services.

  • Identify training requirements, maintain records and nominate staff for suitable training, to ensure they are equipped to provide a professional service at all times.
  • Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined.
  • Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.

  • Ensure that all customer complaints / discrepancies received are logged and objectively investigated, recommendations are made to line manager or corrective action is taken.
  • Monitor the quality of service delivered in the Unit to ensure customer satisfaction and loyalty.- Answer and resolve escalations from the team handled.

  • Be involved in the recruitment interviews.- Liaise with Revenue accounts and Revenue payable.- Work with Sales and Accounts team.
  • Be proficient in back office processes.- Update infospace and Sharepoint for relevant information regarding clients.- Perform sales calls and surveys to existing and new clients and provide necessary reports and action plans as necessary Key Competencies-
  • Initiative and commitment to achieve- Problem solving and decision making- Organising for results- Adaptability and innovation-

    Leadership- Business awareness - Applicants must be willing to work and relocate in Clark, Pampanga- Applicants must be a Filipino citizen or have a relevant residence status-

    High School Diploma / GED required (College Degree is preferred)- Must have experience handling a team of Corporate Travel Consultants-

    Interpersonal ability, team management, telephone and customer service skills.- Proficient in MS Office applications i.e.

    word and excel.- Strong verbal and written English is a must. Spoken Arabic or any other foreign language would be an advantage.

  • Travel Industry background is preferred but not required
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