Deskripsi Pekerjaan
Join Trip.com Group as a Customer Service Team Leader in Kuala Lumpur!
Are you a passionate and experienced leader ready to inspire and guide a high-performing customer service team? Trip.com Group, a leading global travel service provider, is seeking a dynamic Inbound Customer Service Team Leader to join our vibrant operations in Kuala Lumpur City Centre.
This is an exceptional opportunity to lead an experienced team dedicated to delivering world-class support for Trip.com's valued customers. As a Team Leader, you will be at the forefront of fostering an environment of excellence, ensuring our customer service representatives are equipped to handle diverse inquiries and provide memorable travel experiences.
We offer a competitive remuneration package, comprehensive benefits, and significant opportunities for professional development and career growth within our fast-paced and innovative travel technology company. If you thrive on motivating others, driving performance, and enhancing customer satisfaction, we invite you to take the next step in your career with Trip.com Group in the heart of Kuala Lumpur.
Join us and contribute to connecting travelers worldwide with their dream destinations!
Tanggung Jawab
- Lead, coach, and motivate a team of customer service representatives to achieve individual and team performance targets and KPIs.
- Monitor and evaluate team member performance, providing constructive feedback and implementing development plans.
- Handle escalated customer inquiries and complex issues with professionalism, ensuring swift and satisfactory resolutions.
- Ensure strict adherence to company policies, procedures, and service quality standards.
- Conduct regular team meetings, performance reviews, and training sessions to foster continuous improvement.
- Contribute to the identification and implementation of process improvements to enhance efficiency and customer satisfaction.
- Collaborate with other departments to resolve systemic issues and improve the overall customer experience.
- Manage team schedules, attendance, and adherence to operational guidelines.
Kualifikasi
- Minimum of 2-3 years of experience in a team leader or supervisory role within a call centre or customer service environment.
- Proven ability to lead, mentor, and motivate a diverse team towards achieving operational excellence.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong analytical skills with the ability to interpret performance data and drive actionable insights.
- Demonstrated experience in conflict resolution and handling complex customer issues.
- Proficiency in English and Malay (both written and spoken) is essential.
- Familiarity with CRM systems and call centre technologies.
- A passion for the travel industry and understanding of global customer service best practices is a significant advantage.