Customer Service Manager Level 1

Who are WebBeds

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels transfers tours activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform Integration Connectivity hub and distribution APIs to name but a few and our systems are 100 cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Web Travel Group (ASX: WEB) an ASX 200 listed company operating a global digital travel business.

What makes us stand out

• We are a wholesale global travel organisation.
• We have 1500 people speaking 50 languages in 120 cites across 50 countries
• We partner with over 430000 properties in more than 15000 destinations
• We work with more than 44000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

In this role you will

As the Customer Service Manager (Level 1 you will play a critical role in ensuring the delivery of exceptional support to customers by leading the team with a hands-on solutions-driven approach. This role is responsible for balancing operational efficiency with a strong customer-centric mindset acting as the link between frontline teams and senior leadership to drive continuous improvement. The CS Manager oversees the implementation of effective processes monitors key performance indicators and upholds quality standards to ensure service excellence. With strong analytical skills and decisive leadership the CS Manager fosters a culture of accountability collaboration and customer loyalty across the organization.

Key Responsibilities.

• Manage team performance on a daily weekly and monthly basis
• Set clear team goals and Key Performance Indicators (KPIs)
• Ensure all interactions with clients and suppliers meet the high standard expected and that interactions are uniform across the global business
• Build strong and meaningful relationships with other business areas heads and form partnerships that leverage all the businesss potential
• Initiate implement and drive initiatives that will measure and raise standards of work and improve service levels to Customers and Suppliers
• Work to support automation and implement new tools to drive efficiency
• Formalize processes and practices that support the business objectives
• Communicate the agreed strategy clearly and working with the Head of Customer Service and other key team members implement this ensuring that the customer service is well equipped to achieve all its targets and objectives
• Establish a team of strong proactive and influential group of CS Team Leaders to drive change and provide ideas for the improvement of the department
• Motivate coach and develop teams and individual to maximize potential
• Provide feedback to the Head of Customer Service and present findings to wider business leadership
• Prepare and analyze data for both internal and external stakeholders producing reporting and statistics on a regular basis
• Prepare deck with data and insight to be presented during performance review
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Work with HR department to plan and participate in recruitment and selection activities
• Handle and manage the more complex and challenging enquiries
• Maintain an orderly workflow according to priorities
• Work with key people to ensure 24/7 coverage of customer service
• Support Training team in the development and implementation of training and quality programs to enhance the skills and knowledge of team members fostering their professional growth and development
• Promote a culture of accountability ownership continuous improvement and collaboration within the team
• Demonstrate a capability to work in a changing environment and show strong conflict resolution skills

The skills we would like to see in your suitcase:

• Extensive travel sector specific experience
• 3 years experience of managing cross-border multi-lingual Contact Centre operations in the Travel and Tourism industry
• Substantial experience in a contact center leadership role
• Solid knowledge of technology solutions used in Contact Centers
• Excellent People Management skills and a proven track record of managing in a multicultural environment
• Ability to answer and communicate with multiple stakeholders
• Experience in training and coaching in a contact center environment
• Proficiency in English language
• High level of emotional intelligence keeping an even temperament and can-do attitude
• High accuracy and attention to detail
• Strong communication and interpersonal skills
• Strong negotiating and influencing skills
• Strong analytical skills
• Problem solving abilities
• Team working skills
• Ability to organize and plan effectively and to priorities tasks to manage multiple activities and meet deadlines
• Ability to work under pressure and tight deadlines
• Willingness and ability to take ownership for decisions
• Initiative to achieve the best result
• Ability to follow through to a conclusion
• Ability to respond quickly to a shifting reality
• Customer orientated

Why choose us as your next destination

We are super proud of our dedicated team of friendly energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow influence & impact change
• Disruptive fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at - #LI-Hybrid