Team Leader Customer Care

Opis stanowiska

Position within the Organization:

The company requires a Customer Care Team Leader to assist the Customer Care Manager to motivate and lead the Amsterdam based Customer Care team during the day shift, operating between 08:00 – 18:30, Monday to Friday, plus 1 Saturday/Sunday per month. Working hours will be within these hours.

You will provide outstanding levels of customer service to Booking.com customers and hotels by nurturing relationships with suppliers.

Ideal Candidate:

• This role is ideal for an articulate, energetic and enthusiastic customer service professional with leadership flair and ability to motivate others.  As well as experience within a customer services or customer-facing role you will be passionate about providing the best possible levels of customer services, driving and delivering inbound sales results and have experience in or potential to run a highly motivated, dynamic and efficient team of CCE's.
• You possess strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring abilities.  You should be efficient, organised, adaptable and capable of working on your own initiative in carrying out your day-to-day data tasks with limited need for supervision.  You should be skilled at multi-tasking and able to co-ordinate a variety of tasks.

Required Skills

• Ensure that all new C/C employees  to the day-shift receive an informative induction programme to introduce them to the business, systems and customer services standards and processes;
• Conduct monthly 1-2-1 meetings with C/C employees of your team (15 to 18 CCE's) to maintain focus and motivation on Customer Care standards and targets;
• Summarize and feed back the outcome of these meetings to the C/C Manager, discussing any areas of concern, training requirements or achievements;
• Assist in and conduct, mid- and end-o- year performance reviews;
• Track and monitor performance levels, and highlight any areas of underperformance to the C/C Manager and assist her in tackling this;
• Schedule and distribute tasks and projects within the team;If necessary, deputize for and carry out activities of C/C Manager in her/his absence and as directed;
• Manage any escalated (from the team) incoming hotelier and customer queries (email & phone) regarding the hotel intranet system, system problems, reservations, over-bookings, reservations, hotel amenities/service  and invoicing;
• Liaison with the appropriate teams (IT, Hotels, Distribution, Finance) in order to gain relevant information and action, to resolve problems or provide support to the team;
• Negotiate and demonstrate the ability to influence customers and hoteliers when handling complaints and have the ability to empathise with customer;
• Demonstrate the ability to recognise sales opportunities and coach and develop the team to be commercially aware when handling customer calls;
• To be an effective Change Manager – to know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours.
• Quality assurance;
• Performance side by side and remote call monitoring
• Coaching sessions
• E-mail quality
• Coaching of new and existing staff;
• Floor walking
• Side by side monitoring
• Call monitoring
• Ensure coverage of TL line during opening hours;
• Work closely with Operations and Training & Quality to ensure consistency in the execution of procedures;
• Enthusiasm and ability to work in a team and independentl;
• Proactive and able to complete tasks within specified deadline;
• Administrative tasks;
• Assisting in additional tasks and projects if needed.

Wymagania

• Required Experience
• MBO/ HBO level, education in Hospitality branch preferred
• Proven people management skills
• Customer service and sales results focus
• Flexibility, able to work various shifts if required
• Analytical skills
• Extended Call centre experience is a must
• Proven and demonstrated high performance track record
• Coaching experience is preferred
• Previous leadership experience preferred
• Excellent written and oral communication skills
• Ability to present information  in front of a group
• Professional, proactive, positive and "can-do" attitude
• Our ideal candidate is fluent in English and one or more European languages
• Sense of responsibility, independent and customer friendly.

Oferujemy

• Relocation package offered by Booking.com
• Salary 2500 EUR gross