WFH French Bilingual Customer Support Team Leader (GDS)

BruntWork; Metro Manila; À distance; PHP 600 000 - 1 200 000; Plein temps

Avantages offerts par ce poste

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible

Résumé du poste

BruntWork is seeking a French bilingual Travel Team Lead to steer a remote, cross-regional support team handling VIP itineraries and complex bookings. You will coach agents, ensure service excellence, and maintain top-quality performance across time zones.

Responsibilities include managing escalations, monitoring KPIs, and coaching for continuous improvement while utilizing Amadeus/GDS systems and CRM tools in a remote setup.

Qualifications

• Hands-on experience navigating Amadeus, Galileo, or Sabre GDS.
• Professional fluency in both French and English with strong communication skills.
• Proven leadership or supervisory experience in a call center, travel agency, or hospitality setting.
• Experience with CRM systems and modern ticketing tools in a remote environment.

Responsabilités

• Lead and support a remote, bilingual customer service team to ensure high service quality and 24/7 cross-regional coverage.
• Monitor and improve productivity metrics such as response times, resolution rates, and adherence.

Connaissances

GDS experience

Bilingual French-English

Team leadership

CRM proficiency

Remote support

Customer service

Description du poste

Overview

Are you a GDS expert with a passion for leading high-performing teams and delivering world-class service to VIP travelers? Our client is seeking a driven French Bilingual Travel Team Lead to champion their remote support operations, manage complex multi-destination itineraries, and resolve escalated booking challenges. In this role, you will act as the cornerstone of the team, combining your technical global travel expertise with motivational leadership to coach agents and deliver service excellence.

Schedule:

• Flexible within client's business hours in GMT [Greenwich Mean Time] (40 hours per week)

Responsibilities:

Team Leadership & Performance Management

• Lead and support a remote, bilingual customer service team to secure high service quality, optimal workflow coordination, and 24/ 7 cross-regional coverage.

• Drive and audit team productivity metrics, including average response times, ticket resolution rates, missed call frequencies, and adherence parameters.

• Conduct routine quality assurance evaluations on customer interactions, deliver onboarding paths, and provide targeted performance coaching to team members.

• Promote an accountable, service-driven team culture focused on continuous development and metric optimization.

Escalated Customer Experience & Complex Itineraries

• Answer incoming customer inquiries with absolute fluency in both French and English across phone networks, emails, and live ticketing desks.

• Manage high-priority VIP traveler interactions with meticulous attention to detail and zero margin for error.

• Resolve complex itinerary issues, including multi-destination routing, real-time schedule modifications, cancellations, and irregular operations (IROP) rebooking.

• Process customer charges, manual refunds, travel credits, and billing disputes in accordance with rigid compliance procedures.

• Document customer resolutions and technical escalations perfectly within the central CRM and ticketing systems.

Requirements:

Required Qualifications

• Hands-on, production-level experience navigating Amadeus, Galileo, or Sabre Global Distribution Systems (GDS).

• Prior experience booking reservations in GDS systems and working in a travel agency with strong customer service skills.

• Professional fluency in both French and English with impeccable verbal and written communication skills.

• Proven leadership or supervisory experience within a call center, customer service center, hospitality setup, or travel agency environment.

• Exceptional phone communication mechanics with a strong history of handling escalated cases and high-priority consumer disputes.

• Mastery of CRM structures, modern ticketing systems, and call center cloud software in a self-managed, remote framework.

Preferred Qualifications (Nice-to-Have)

• Past tenure inside premium travel agencies, airline desks, or international tourism operations.

• Deeper understanding of international travel document tracking, visas, and cross-border entry metrics.

• Experience developing QA scorecards, script libraries, training materials, or operational SOPs.

Independent Contractor Perks

• Permanent work from home

• Immediate hiring

• Health Insurance Coverage for eligible locations