Job Description

General information

Name
Customer Care - Group Leader
Location
10 West Campus , Taguig City
Business unit
FU-IBU
Working time
Full-Time
Type
Customer Care Management

Description & Requirements

Group Leader

About UsTrip.com 's unique selling proposition is its exceptional global service. We have consistently prioritized brand reputation and customer experience through our dedicated service efforts.Since 2014, Trip.com 's Customer Support Center (CSC) has expanded to include 15 global customer support centers worldwide. By collaborating across all our global sites, we are able to provide customer support in more than 20 languages and across 13 product lines, catering to the diverse needs of travelers around the world.Our service strategy revolves around localization, adapting to local cultures, and acting as a bridge between customers and suppliers. We utilize technology to improve service efficiency and rely on highly skilled personnel to address complex issues. With our overarching goal of cost-saving and efficiency improvement, we have implemented various service projects.

Responsibilities

• Responsible for 3-4 service teams management and report to Operation Manager on overall performance and progress.
• Assist on managing all call center service related operations. Assure the attainment of both service and operational performance through effective tracking and coaching.
• Monitor key performance of the team to help maintain and improve customer satisfaction across all channels and products
• Act as advocate for the customer, coordinating internal resources to provide seamless service issue resolution, by pulling together information and providing guidance to the service and support teams.
• Monitor customer activity and customer satisfaction on a close regular basis and provide real-time feedback and coaching to different service teams regarding issue resolution.
• Identify and maintain high performers, help the implementation of the succession plans that align with the overall strategy of the organization.
• Identify performance gaps and produce regular performance report to Operation Manager to drive effective service level improvements that align with the overall strategy of the organization.

Qualifications

• Full-Time Bachelor degree or above;
• 2-5 years service experience with small-medium team management is preferred.
• Proficiency in English both verbal and written;
• Proficient in MS office tools;
• Have good communication skills, executive and detailed-oriented, serious and responsible work attitude, and have the spirit of cooperation.

Why Choose UsWe offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.What’s more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
• We encourage flexible work arrangement
• Enjoy discounts for booking travel products at Trip.com
• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Have a good trip, and see you soon!