Customer Service Team Leader (with GDS Background) - Webjet

Manila - Philippines

26 Mar 2024

Manila - Philippines

Customer Service

Full Time - Office Based

2

3 - 5 years


Who are Webjet?

Webjet OTA, we believe in the power of being customer obsessed. It means going above and beyond to understand and anticipate the needs of our valued customers. We strive to create effortless experiences that leave a lasting impression. 

From the moment you reach out to us, we provide you with exceptional service that is personalized and tailored to your unique requirements. Our team of passionate travel experts is committed to making your journey smooth and stress-free, ensuring every interaction leaves you feeling valued and cared for. We are relentless in our pursuit of delivering effortless experiences, using innovative technology and industry expertise to simplify every step of your travel process. 

At Webjet OTA, being customer obsessed is more than just a philosophy—it's at the heart of everything we do, because we believe that exceptional service is the cornerstone of a memorable travel experience.


Key Responsibilities:

Supervision and Coaching:

  • Overseeing daily operations, ensuring team members are following guidelines and procedures.
  • Providing guidance and support to team members, helping them develop their skills and improve performance

Performance Management:

  • Establishing clear performance goals for individuals and the team.
  • Regularly assessing team members' performance against set goals and providing feedback.
  • Recognising and rewarding exceptional performance to motivate and boost morale.

Training and Development:

  • Assisting in the onboarding process for new team members.
  • Providing ongoing training to ensure team members stay updated on product knowledge, policies, and customer service techniques.

Communication:

  • Conducting regular team meetings to discuss goals, share updates, and address concerns.
  • Facilitating open communication and providing constructive feedback to team members.

Problem Resolution:

  • Assisting with the resolution of complex customer issues that frontline agents may not be able to resolve independently.
  • Making decisions and solving problems in real-time to ensure customer satisfaction.

Customer Focus:

  • Instilling a customer-centric mindset within the team.
  • Monitoring interactions to ensure a high level of service quality.

Reporting and Analytics:

  • Reviewing and analysing performance metrics to identify trends and areas for improvement.
  • Generating regular reports for management on team performance and customer feedback.

Positive Culture:

  • Addressing team issues proactively and cultivating a positive team culture
  • Help team members navigate challenges and find solutions.


Job Qualifications:

  • Previous experience in a contact Centre environment, with a minimum of 3 years in a leadership or supervisory role.
  • Strong knowledge of contact Centre operations, escalation processes, and customer service best practices.
  • Proven track record of successfully managing and improving performance metrics, including escalations and First Call Resolution (FCR).
  • Excellent people management skills, with the ability to motivate and develop a team to achieve targets and deliver exceptional customer service.
  • Strong analytical and problem-solving abilities, leveraging data to make informed decisions.
  • Effective communication skills, both verbal and written, with the ability to convey information clearly and professionally.
  • Ability to thrive in a fast-paced, dynamic environment, handling multiple priorities and adapting to changing circumstances.
  • Proficiency in using contact Centre software, CRM systems, and reporting tools. 
  • Good Communication Skills
  • With an Airline Account Background is an advantage


Key Position Criteria: 

  • Leadership Skills: The ability to lead and motivate a team effectively, providing clear direction, setting goals, and fostering a positive work environment. Strong leadership qualities are essential to inspire team members to perform at their best and achieve collective objectives.
  • Operational Expertise: Thorough knowledge of the company's products, services, and operational processes. Well-versed in handling various customer-related tasks, including order processing, issue resolution, and account management.
  • Customer Focus: A deep understanding of customer needs and the commitment to delivering exceptional customer service. Dedicated to resolving customer issues promptly and ensuring high customer satisfaction levels.
  • Communication Skills: Excellent communication skills, both verbal and written, for effective interactions with team members, customers, and other departments. The ability to convey information clearly and professionally.
  • Problem-Solver: A strong problem-solving aptitude to address customer issues, as well as internal challenges that the team may encounter. Resourceful in finding solutions and making informed decisions.
  • Organisational Skills: Effective time management and organisational skills to handle multiple tasks and priorities simultaneously. The ability to plan and coordinate team activities efficiently is crucial for meeting objectives.
  • Collaboration: Expert collaboration across cross-functional teams to ensure smooth operations and a cohesive customer experience.
  • Performance Management: Monitor and assess team performance, providing constructive feedback and coaching to team members for continuous improvement.
  • Adaptability: Adapt to changing business needs and market dynamics, adjusting team strategies and approaches accordingly.
  • Analytical Skills: Basic analytical skills to interpret customer data, track key performance indicators (KPIs), and use insights to enhance team performance and customer service.
  • Conflict Resolution: The capability to handle conflicts and challenging situations with diplomacy and tact, both within the team and when dealing with customers.
  • Continuous Learning: A commitment to staying updated with industry trends, customer service best practices, and emerging technologies to drive innovation and excellence within the team. 


Measures of Success: 

  • Increase Net Promoter Score (NPS) through improved customer experience with successful outcomes for business and customer.
  • Improve First Call Resolution (FCR) rates by providing training, guidance, and resources to the frontline team.
  • Decrease Average Handle Time (AHT) through improved efficiencies through training and continuous improvement.
  • Max Case: 98% Same Day, 2% 48hrs or lower.
  • Reduction in T1 to T2/T3 escalation rates, demonstrating effective management of customer issues.
  • Actions that Improve T1 First Call Resolution (FCR) rates, indicating successful resolution of customer inquiries on the initial contact.
  • Achievement of team KPIs, NPS, CES, CPC such as customer satisfaction scores, average handle time, and adherence to service level agreements.
  • Development and growth of the team, driving performance improvement, employee engagement, and employee retention.