Travel Team Lead - Cebu City (BPO)

About the job Team Lead - Travel Account (Cebu)

Work set-up: Onsite (F. Cabahug St. or Cebu IT Park)

Shift Schedule: Rotational (24/7) | No Fixed Day Off

Qualifications:

• Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader
• Should have patience and not be overawed by difficult situations
• Need to have sound customer service skills and soft skills, with prime focus being on customer satisfaction
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good interpersonal & people management skills with a good problem-solving approach.
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching, & reporting to internal & external customers

Roles and Responsibilities:

• Responsible for managing team of associates
• Independently handle and assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customers' needs
• Motivating associates through effective management, career development and implementation of reporting mechanisms
• Liaison with other areas of the company affecting technical support.
• One on One Relationship management
• Analysis of reports, including process dashboards and team performance reports.