Multilingual Customer Service Team Lead – Travel

Kuoni Tumlare; Roma; In loco; EUR 33.000 - 38.000; Tempo pieno

Vantaggi offerti da questo lavoro

International environment

Inclusive culture

Training opportunities

Engagement activities

Leadership development

Descrizione del lavoro

Kuoni Tumlare in Rome seeks a Customer Service Team Leader fluent in Japanese, English and Italian to supervise a team of agents and ensure high-quality service in an international travel environment.

The role supports the Customer Service Manager, coordinates with internal departments and suppliers, and acts as escalation point for complex inquiries, aiming to improve efficiency and customer satisfaction.

Competenze

• Previous experience in customer service, preferably within travel, tourism, hospitality or destination management.
• Previous experience as a Team Leader, Supervisor or coaching role is nice to have.
• Business-level Japanese, English and Italian, both written and spoken, is essential.
• Strong understanding of Japanese customer expectations and cultural standards is highly desirable.
• Confidence in dealing with customers, suppliers and internal stakeholders in an international environment.
• Good AI computer literacy, including experience with Microsoft Office applications.
• Comfortable using digital tools and AI-supported solutions as part of daily work.
• Good understanding of customer service KPIs, reporting and performance monitoring is preferred.

Mansioni

• Monitor daily workload and allocate tasks to ensure enquiries and requests are handled professionally and within agreed service levels.
• Act as the first point of escalation for complex customer enquiries, complaints and operational issues.
• Monitor individual and team performance, service quality and productivity, escalating relevant matters to the Customer Service Manager.
• Help maintain appropriate team coverage by supporting the planning of holidays, absences and daily schedules.
• Support the onboarding and training of new team members.
• Promote a positive, collaborative and inclusive working environment within the team.
• Identify opportunities to improve processes, workflows and ways of working in order to increase efficiency and service quality.
• Coordinate with other internal departments and suppliers to resolve customer service and quality-related issues.
• Participate in operational projects, inspections, tour attendance, meet & greets and client or supplier meetings when required.
• Support emergency response activities and operational incidents when required.

Conoscenze

Team leadership

Multilingual

Japanese fluency

English fluency

Italian fluency

AI literacy

MS Office

Stakeholder mgmt

Problem solving

Adaptability

Descrizione del lavoro

Kuoni Tumlare in Rome seeks a Customer Service Team Leader fluent in Japanese, English and Italian to supervise a team of agents and ensure high-quality service in an international travel environment.

The role supports the Customer Service Manager, coordinates with internal departments and suppliers, and acts as escalation point for complex inquiries, aiming to improve efficiency and customer satisfaction.