Team Leader

Location

Bangalore | India

Job description

• Expected to provide an exceptional, high-touch service assisting customers in the Entertainment sector with customized travel arrangements, fulfilling travel bookings for Movie, Television and other entertainment industry production units

• Also arranging business travel for Employees and Candidates
• Customer service is at the core of this role and the incumbent must be able to go above and beyond the call of duty to provide an exceptional customer experience, embrace changes, and thrives in a fast-pace environment
• You shall also be responsible for day-to-day management of a travel consultant team, including managing key performance indicator, workload, providing assistance and coaching

• This position performs at an expert/senior level and demonstrates an extensive knowledge and understanding and of all areas in the travel industry.
• Responsible for the quality of his team and therefore must follow up complaints/compliments in the system.
• Responsible for accurately and efficiently handling incoming requests via multiple channels (ie phone, email, etc) and providing proactive travel consultation.
• Review team issues, determine root causes, alternative solutions and provide feedback to the individual and the team.
• Performs according the contractually agreed SLA.
• Proactively provides feedback to management to avoid future customer issues.
• Identify errors and report. Inspires the team to uphold a high standard of service excellence.
• Book reservations for air travel, hotel and car rentals, with accuracy as and when required.
• Handle Travel arrangements with complete confidentiality and offering high touch services.
• Arrange innovative and creative special services as requested by the client.
• Solve problems on the spot using various tools and expert communication skills. Own problems throughout the lifecycle of issue and be available to respond as necessary.
• Able to make independent decisions under difficult situations.
• Must be able to work in a 'self-directed environment as well as be a team player.
• Maintains, and seeks expansion of current knowledge and have a growth mindset.
• Achieve individual and contractual service level goals related to telephone, quality, and . productivity.
• Maintain client profiles, ensuring specials requests and reward program information are included, such as frequent flyer / driver / hotel stay.
• Ensure optimum customer service through effective use of phone systems and positive telephone service techniques and email etiquettes.
• Know and properly use airline terminology, codes, fare basis, airline rules and tariffs, resource guides and industry contacts. Remain informed of all airline rules and regulations and current affairs.
• Communicate information to clients accurately and appropriately. Assume and perform other duties and responsibilities not specifically outlined herein, as and when requested.

About you

• Ideally you will have 5 to 7 years of relevant work experience as a Team Leader
• Strong knowledge of managing travel request not only for travel with in and from India but also regionally (APAC) as well as Globally as this person will support request from other markets as part of after office hours services or/and on need basis

• Prior experience of working as an implant will be preferred

• Dedication to customer satisfaction, show a willingness to do what it takes to get the job done, acting with tact and demonstrating excellent problem-solving skills.
• Strong interpersonal skills and professionalism.
• Strong international booking and ticketing knowledge in complex multi-sector and round the world routing departing from all major global hubs, including domestic travel within USA.
• Demonstrate above average productivity level.
• Proficiency on GDS system mandatory
• Demonstrate internet research skills for clients' information.
• Ability to deliver high levels of customer service to travellers.
• The ideal candidate must be willing to work weekends and be able to deal with on call provision for after office hours/weekends/PH. Overall someone who be flexible in regards to operating hours.

Job tags

Salary