Descripción de la oferta
Overview
Help lead our growing Customer Service team. We’re looking for an experienced Customer Service Team Lead to help lead and develop our Customer Service operation as our business continues to grow.
If you enjoy leading people, improving operations, and creating an excellent experience for both customers and internal stakeholders, you’ll feel right at home in this role. You’ll work closely with the Customer Service team, Customer Service Supervisors, and a fellow Team Lead to support daily operations, drive continuous improvement, and help deliver an outstanding customer experience.
If you enjoy taking ownership, solving problems, and helping teams perform at their best in a fast-paced environment, you’ll likely find this role rewarding.
What you’ll do
Lead, train, and mentor a team of Customer Service Representatives and Supervisors, fostering a positive and productive work environment.
Oversee the handling of calls and emails, ensuring professional assistance to top VIP clients with bookings, cancellations, special requests, and modifications.
Provide guidance and support to the team in resolving issues related to hotel reservations, including discrepancies or unexpected changes, and in collaborating with hotel partners for quick resolutions.
Act as an escalation point for unresolved issues, providing expert assistance and maintaining clear communication with clients and stakeholders throughout the process.
Monitor team performance against SLAs and KPIs, implementing strategies to improve efficiency and customer satisfaction.
Demonstrate and instill a customer-first mindset within the team, ensuring each client’s needs are understood and addressed effectively.
Ensure accurate and detailed records of customer interactions and case resolutions are maintained by the team.
Promote a sense of ownership within the team, empowering them to drive cases to resolution with urgency and care.
Coach team members on handling frustrated or upset customers with patience, empathy, and effective problem-solving skills.
Collaborate with other departments to streamline processes and improve the overall customer experience.
Conduct regular team meetings, performance reviews, and provide constructive feedback to team members.
This role could be a great fit if you…
Minimum of 4 years of experience in customer service, with at least 3 years in a leadership or supervisory role, ideally in a B2C and B2B travel environment.
Fluent in English, with exceptional verbal and written communication skills (TOEFL is recommended).
Solid experience with B2B clients, email and call etiquette, including the ability to handle calls professionally and write clear, concise, and professional responses.
Proven ability to work well under pressure and manage multiple priorities in a fast-paced environment.
A strong sense of ownership and accountability, with the ability to lead a team in moving cases forward with urgency.
Excellent attention to detail and advanced problem-solving skills.
Flexibility to work shifts, including evenings, weekends, holidays, and night shifts, to support a global operation. This role is an in office position and you will be required to work from your local office.
Demonstrated ability to motivate and develop a team, fostering a high-performance culture.
Proficiency in CRM software and customer service tools.
If you enjoy taking ownership, working collaboratively, and finding practical solutions to operational challenges, you’ll likely thrive at Nuitée.
You’ll have the opportunity to develop people, improve the way teams work, and make a meaningful impact as our Customer Service team continues to grow.
If this sounds like the kind of challenge you’re looking for, we’d love to hear from you!
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