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Assistant Team Leader

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia FCM Full time

Job no: 520760

Brand:

FCM

Work type:
Full time

Location:
Kuala Lumpur, Malaysia

Categories:
Corporate & Group Travel

Are you looking to start with a new opportunity in the travel industry?
FCM is one of the world's largest travel management companies and a trusted partner for nationals and multinational companies.

With a 24/7 reach in 97 countries,
FCM's flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience.

As part of the ASX-listed Flight Centre Travel Group,
FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions.

A leader in the travel tech space,
FCM has proprietary client solutions.
FCM provides specialist services via
FCM Consulting and
FCM Meetings & Events.

About the Opportunity


As a Assistant Team Leader, it is to assist and support in leading a team of Travel Consultants with the ultimate outcome of achieving 100% client & staff retention, maximising the revenue stream from each client and achieving consistent profit growth year on year.

The ATL leads the team in the absence of the Team Leader.

In addition to the leadership responsibilities of this role, the ATL is a corporate travel consultant.

Like all team members the ATL is required to fulfil travel requests from our corporate customers in a way that adheres to the
FCM minimum standards, maximises
FCM's profit, growth and margin objectives while also delivering a professional standard of service that exceeds the expectations of our clients.

Reports to the Team Leader who is responsible for the profit of the team, as well as career development and mentoring of team members

Responsibilities
Support the team leader to drive, coach and track team performance to achieve consistent profit growth month and year to date:

  • Support TL and Team to implement and maintain operational excellence which drives client satisfaction, revenue growth and client retention.
  • Track performance of all travel consultants against KPI's and assist TL in providing direction and feedback to staff.
  • Interpret, measure and compare KPIs and P&L
  • Client Retention
  • Staff Retention

Other Leadership Responsibilities:

  • Attend Team Leader Meetings when Team Leader is away
  • Conduct monthly leadership meetings with your TL to work on team strategy
  • Assist TL with the management of team rosters & annual leave.

Travel Consultant Responsibilities:

  • Customer Service, sales and productivity
  • Follow company procedures, account guidelines and customer service standards in the areas of: making travel arrangements, building Passenger Name Records (PNR's) and profiles, ticketing, tickets exchanges/changes, booking hotels and cars in GDS.
  • Able to relate to clients at various levels within their organizations using diplomacy and tact
  • You will need to bring in prior experience in Corporate operations environment, with experience in ticketing, scripting, changes and exchanges to complex multisegment international fares and Passenger Name Records (PNR's).
  • Demonstrating a strong curiosity in keeping yourself updated with travel destinations, strong communication skill, possess excellent geography and GDS knowledge are second nature to you. This will empower you to provide our clients with a world class customer service experience.

Requirements:

  • 3 years' experience in a travel consulting position
  • Good knowledge of both domestic and international airfares and ticketing.
  • Strong ability to listen and communicate verbally and in writing in English.
  • Excellent ability to handle objections and deliver solutions.
  • Motivated to achieve customer satisfaction and able to handle difficult situations involving customers.
  • Highly organized and able to set goals and plans and drive them.
  • Ability to work on multiple tasks at the same time, completing tasks within required time frame and to quality standards.
  • Ability to work efficiently and accurately in a fast paced environment.
  • Willingness to work a flexible schedule and occasional overtime when needed.
  • Exceptional interpersonal skills, with ability to quickly build relationships and deliver results.
  • Acts with honesty and integrity with colleagues and for long term customer retention.
  • Passionate about delivering a superior customer experience.
  • Works independently and as part of a team and is accountable for performance.
  • Highly selfdisciplined and willing to take ownership and responsibilities.

Applications close:

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