Customer Experience Team Manager

1 week ago


Mumbai, Maharashtra, India Etraveli AB Full time

Etraveli Group is a leading company for technology solutions and fulfillment capabilities for online sales of flights. We aim to simplify complexity by connecting millions of flights and travelers worldwide, from search to trip and beyond. Our consumer online travel agency brands include Mytrip, GoToGate & Flight Network, and we serve flights through strategic partnerships with companies like Skyscanner, Google Flights, and TUI.

We strive to make the world smaller for our customers and bigger for our people. Our team of over 2500 professionals is what makes us the industry's tech wonder and the best in the world at what we do.

We have major offices in Sweden (HQ), Canada, Greece, India, Poland, and Uruguay.

About the Role

The Customer Services department at ETG is dedicated to enhancing the customer experience through ongoing efforts to implement improvements and drive positive change. We're seeking a dynamic Team Leader to guide and inspire our dedicated team. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and the ability to drive team performance.

Requirements

  • Minimum 2 years of team handling experience
  • Minimum HSC Pass
  • Experience in GDS (Sabre, Amadeus, or Galileo)
  • Windows, MS Office, Google Applications (expert)
  • Fluent in English - any additional language will be considered a plus
  • Team player
  • Preferred: Graduation or master's degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert)
  • Excellent communication skills

Duties & Responsibilities:

  • Team development responsibilities
  • Support team members in their daily tasks
  • Deliver training on the job
  • Discuss & set personal targets with each team member
  • Monitor team: their behavior towards customers & colleagues, their problems or ideas
  • Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude
  • Discuss the team's performance (quality of their services, mistakes, productivity) with the Assistant Manager and work on improvements whenever necessary
  • Organize & run regular team meetings and one-on-ones to groom team members
  • Assess received feedback from clients/colleagues
  • Prepare reports
  • Discuss/report performance of day/week and special issues - quality wise with the Manager
  • Discuss or escalate daily issues and report the day's Summary to the Manager
  • Ensure the team's effective functioning
  • Manage team members' daily schedules and ensure assigned tasks are completed
  • Supervise attendance and ensure time adherence by all team members
  • Monitor Calls & Delegate cases as appropriate
  • Coach and mentor team members to grow in their role 2-3 years of minimum experience in team handling in the respective travel industry or at a similar position


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