Customer Service Team Leader

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 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.

We are seeking an experienced and motivated Customer Service Team Leader to join our team and oversee day-to-day operations within our customer support department in our India this role you will be responsible for leading coaching and developing a team of customer service representatives to ensure exceptional service delivery and a positive customer experience.

In this role you will:

• Hiring training coaching and developing a team of Customer Service Consultants in the execution of their role in compliance with the Operations Training Manual and process specifics whilst maintaining a high quality of service delivery. Preparing customer service associates to respond to customer questions and complaints and find solutions to problems encountered with services or products.
• Allocate work to the team and ensure they carry out their duties in line with the company SOPs and the agreed service level agreement with the customers. Ensuring agents understand and comply with the company objectives performance standards and policies
• Monitoring and evaluating agent performance providing documented learning or coaching opportunities and taking corrective action if necessary.
• Assist the Customer Service Manager as both an escalation points in challenges met and dispute resolutions requirements providing and completing reporting requirements for teams under direct supervision and collation of reports for the centre summaries
• Collaborate with leaders across teams globally to share best practice and drive overall team performance as well as individual team goals while maintain professionalism and integrity within the team

Key elements to this role include but not limited to:

• Sort Operations email folders and assign staff to tasks in line with the company SOPs
• Monitor and scrub cases worked by the team and ensure resolution is provided
• Answer agent questions regarding best practices or difficult calls/cases and take over when needed. Communicate directly with clients or suppliers through outbound calls in the event of escalated enquiries
• Provide regular documented coaching sessions to ensure agents continuous improvement and to build a team that can carry out tasks independently and minimal supervision
• Work with other supervisors and other team members globally to support agents and maximize customer satisfaction.
• Inspire and motivate your team to achieve their goals at an individual and team level; creating an environment for them to be successful whilst maintaining professionalism and integrity within the team
• Recognize key performance indicators and create individual development and action plans that measurable and are owned and driven by the employees.
• Conduct team meetings to lead your team through change and to ensure they are informed of any issues or updates which may affect the way they service customers.

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