Customer Service Team Leader

WebBeds; Manila; On-site; PHP 420,000 - 600,000; Full time

Job summary

WebBeds in Manila, Philippines, is seeking a Customer Service Team Leader to guide a team of agents delivering exceptional service to clients and partners. You will set performance goals, monitor KPIs, and drive continuous improvement across customer care operations.

You will design training programs, handle escalated inquiries, collaborate with other departments, and promote accountability and teamwork. A proactive leader with strong communication and data-driven mindset will fit this role well.

Qualifications

• Experience leading and managing a team of customer service agents.
• Ability to monitor KPIs and drive service level performance.
• Strong coaching, feedback, and development skills.
• Experience handling escalated inquiries and complaints.
• Collaboration with other departments to resolve issues.

Responsibilities

• Lead and manage a team of customer service agents, providing direction, support, and guidance to ensure exceptional service delivery.
• Monitor team and individual performance, setting clear performance goals and KPIs aligned with company objectives.
• Conduct regular team meetings and coaching sessions to provide feedback, address performance gaps, and promote continuous improvement.
• Develop and implement training programs to enhance the skills and knowledge of team members, fostering their professional growth and development.
• Handle escalated customer inquiries or complaints, demonstrating effective problem-solving skills and conflict resolution abilities.
• Collaborate with other departments and stakeholders to ensure seamless coordination and resolution of customer issues.
• Utilize data and performance metrics to analyse trends, identify areas for improvement, and implement strategies to enhance customer service operations.
• Develop and maintain standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery.
• Assist in the recruitment and selection process for new customer service team members, conducting interviews and providing input.
• Collaborate with the management team to develop strategies, goals, and objectives for the customer service department.
• Promote a culture of accountability, ownership, continuous improvement, and collaboration within the team.

Skills

Customer Satisfaction

SLA Compliance

Team Performance

Employee Engagement

Quality Assurance

Coaching and Development

Escalation Management

Team Collaboration

Operational Efficiency

Employee Retention

Job description

Job Description:

About WebBeds

Launched in 2013, WebBeds is a global marketplace for the travel trade, providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers, aggregates and merchandises that content in the WebBeds platform, then distributes it to its global network of travel trade buyers, who sell to the travelling public. Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue. Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they can search, shop and book online through one of WebBeds trade only booking sites. WebBeds operates globally through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) and Americas - with over 1,900 travel professionals working in 120 cities across 50 countries worldwide. WebBeds also operates specialist brand UHI. UHI is a genuine pioneer, providing online pilgrimage travel services to travel agencies worldwide. Find out more about the WebBeds business at www.webbeds.com WebBeds is a travel brand of the Web Travel Group (ASX: WEB).

The Customer Service Team Leader at WebBeds plays a crucial role in leading and managing a team of customer service agents to deliver exceptional service to our clients and partners. The purpose of this role is to provide direction, support, and guidance to the team, ensuring service level agreements are met and customer satisfaction is achieved.

The Customer Service Team Leader is responsible for driving team performance, fostering a positive work environment, and continuously improving customer service operations. By effectively leading the team, the Customer Service Team Leader contributes to the overall success of the customer service department and helps achieve the company's mission of providing exceptional and consistent service to delight our clients, suppliers, and partners.

Key Responsibilities

• Lead and manage a team of customer service agents, providing direction, support, and guidance to ensure exceptional service delivery.
• Monitor team and individual performance, setting clear performance goals and KPIs aligned with company objectives.
• Conduct regular team meetings and coaching sessions to provide feedback, address performance gaps, and promote continuous improvement.
• Develop and implement training programs to enhance the skills and knowledge of team members, fostering their professional growth and development.
• Handle escalated customer inquiries or complaints, demonstrating effective problem-solving skills and conflict resolution abilities.
• Collaborate with other departments and stakeholders to ensure seamless coordination and resolution of customer issues.
• Utilize data and performance metrics to analyse trends, identify areas for improvement, and implement strategies to enhance customer service operations.
• Develop and maintain standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery.
• Assist in the recruitment and selection process for new customer service team members, conducting interviews and providing input.
• Collaborate with the management team to develop strategies, goals, and objectives for the customer service department.
• Promote a culture of accountability, ownership, continuous improvement, and collaboration within the team.

The skills we would like to see in your suitcase

• Customer Satisfaction: Measure the satisfaction levels of clients and customers through surveys, feedback, and ratings.
• Service Level Agreement (SLA) Compliance: Monitor and ensure that the team meets or exceeds the agreed-upon SLAs, such as response time, resolution time, and quality standards.
• Team Performance: Evaluate the overall performance of the customer service team based on KPIs such as average handling time, call resolution rate, and customer feedback.
• Employee Engagement: Measure the level of engagement and satisfaction of team members through surveys, feedback sessions, and retention rates.
• Quality Assurance: Working with our QA team, review regular quality assessments and audits of customer interactions to ensure adherence to quality standards, accuracy, and professionalism.
• Coaching and Development: Assess the effectiveness of coaching and development programs provided to team members, including their skill improvement and performance growth.
• Escalation Management: Evaluate the team's ability to handle escalated customer issues and complaints effectively and in a timely manner.
• Team Collaboration: Measure the level of collaboration and teamwork within the team, including cross-functional collaboration with other departments.
• Operational Efficiency: Monitor and improve key operational metrics, such as call/email response time, first-call resolution rate, and productivity.
• Employee Retention: Track and manage the retention rate of customer service team members, ensuring a positive and supportive work environment.

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow, influence & impact change
• Disruptive, fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation

Requirements: