Customer Success Team Leader

**About Us**

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

**In this Role, you’ll get to**

**Supervise and Manage Team Performance**:
Oversee the daily operations of the escalation team, including attendance monitoring and adherence to company policies.
Identify performance gaps and create targeted action plans for improvement, implementing corrective measures as needed.
Conduct performance evaluations and yearly reviews to align individual goals with business objectives.

**Effectively Handle Escalations**:
Manage high-priority customer escalations related to hotel bookings, cancellations, and refunds, ensuring swift and empathetic resolution.
Conduct thorough root-cause analysis to address underlying issues and prevent recurrence.
Serve as a role model in demonstrating excellent investigation and conflict-resolution skills to the team.

**Coach and Develop Team Members**:
Host daily standups, weekly 1:1s, and team meetings to provide updates, share insights, and foster open communication.
Provide regular coaching and mentoring to ensure team members meet or exceed Key Performance Indicators (KPIs).

**Analyze and Improve Operations**:
Monitor operational metrics and effectively distribute workload among team members to ensure efficiency and service-level adherence.
Partner with Workforce Management to manage real-time adjustments and maintain service levels.
Compile and present weekly root-cause analysis reports to senior management with recommendations for process improvement.

**Promote a Culture of Excellence**:
Act as a point of escalation for complex issues while providing empathetic and effective customer service.
Collaborate with internal departments and external partners to resolve customer concerns promptly and satisfactorily.
Drive team engagement through recognition programs, collaborative activities, and open forums for feedback.

**Support Operational Goals**:
Complete tasks and projects assigned by the Operations Manager or Group Leader within set deadlines.
Actively contribute to cross-functional initiatives aimed at improving the overall customer experience.

**What you'll Need to Succeed**
- Minimum of two years of leadership experience, preferably in customer service, travel, or call center environments.
- Strong knowledge of hotel-related services, including amendments, cancellations, and refunds.
- Excellent communication skills with proficiency in English (additional languages are a plus).
- Ability to manage multiple tasks under pressure and drive the team to achieve goals.
- Proven skills in mentoring, coaching, and providing actionable feedback to team members.
- Flexibility to work in a rotational schedule, including weekends and public holidays.Strong problem-solving skills and the ability to make decisions guided by policies and procedures.

What’s more?
- Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
- Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
- We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
- We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish

Have a good trip, and see you soon