北京招聘

职位描述：
工作地点： 上海

Description

The company requires a Customer Service Team Lead to assist the Customer Service Manager to motivate and lead the Shanghai based Customer Service team and to provide outstanding levels of customer service to Booking.com customers and hotel partners. You will work 40 hours a week and you are responsible for leading a team of Customer Service Executives as well as for conducting other Customer Service tasks.

Ideal Candidate:

This role is ideal for an articulate, energetic and enthusiastic customer service professional with leadership flair and ability to motivate others. As well as experience within a customer services or customer-facing role you will be passionate about providing the best possible levels of customer services and have experience in or potential to run a highly motivated, dynamic and efficient team.

You possess strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring abilities. You should be efficient, organized, adaptable and capable of working on your own initiative in carrying out your day-to-day data tasks with limited need for supervision. You should be skilled at multi-tasking and able to co-ordinate a variety of tasks.

Key Responsibility Areas:

Coach and counsel to drive improvements in the team;
Implement and execute company policies and procedures and setting priorities;
Assure strong quality as well as productivity standards within your team;
Address good and bad behaviors in the team;
Maintain performance, productivity and attendance information;
Drive the team in order to achieve requested departmental targets;
Manage escalated complaints of hoteliers as well as customers by phone and e-mail, if necessary;
In collaboration with other Customer Service Team Leads monitor Customer Service activities and performance on a daily basis;
Conduct monthly 1-2-1 meetings with CSE’s of your team (ca. 15 CSE’s) to maintain focus and motivation on Customer Service standards and targets;
Assist in and conduct, mid- and end-of- year performance reviews;
Schedule and distribute tasks and projects within the team;
Coach and develop the team to be commercially aware when handling customer calls
Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors;
Ensure coverage of TL line during opening hours;
Collaborating with HR in the recruitment process of new CSEs and ASEs;
Building strong relationships with other departments within the company;
Replace and carry out activities of other Team Leads or the Customer Service Manager if needed;
Administrative tasks;
Assist in additional tasks and projects if needed.
 

Requirements:

Capacity to lead and motivate a team;
Excellent written and oral communication skills;
Good understanding of contact centre’s KPI’s and SLA’s;
Customer service and results focus;
Enthusiasm and ability to work in a team as well as independently;
Analytical skills;
Proactive and able to complete tasks within specified deadline;
Professional, proactive, positive and “can-do” attitude;
Sense of responsibility, independent way to work;
Fluent in English and Mandarin, both written and spoken;
1-3 years relevant experience in a team leading position is a must, preferably in an inbound customer contact center;
Experience in a tourism environment is preferable;
Proven experience in performance management, call monitoring, call center software and agent development;
Proven and demonstrated high performance track record;
Coaching experience is preferred. 举报 分享

Booking.com B.V.是全球最大的网上住宿预订平台，隶属于Priceline Group集团（纳斯达克上市公司：PCLN）。Booking.com的日均客房预订间数超过1,500,000。Booking.com网站以及APP吸引了来自世界各地的休闲旅游和商务差旅用户。Booking.com B.V. 公司成立于1996年，向用户提供各种类型住宿及最优惠的价格，其中既有小型的家庭经营住宿加早餐旅馆，也有五星级豪华酒店。由Booking.com运营的姐妹网站Villas.com已于近期上线，致力于为客人提供自助式住宿的选择。Booking.com秉承国际化理念，支持43种语言，已有1,400,000多家住宿登记注册，遍布全球220多个国家及地区。Booking.com B.V.公司总部位于荷兰阿姆斯特丹，在全球70个国家设有204家分公司。
Booking.com is the world leader in booking hotel and other accommodations online. It guarantees the best prices for any type of property – from small independents to five-star luxury. The Booking.com website is available in 43 languages, offers over 1,400,000 hotels and accommodations including more than 490,000 vacation rental properties and covers over 118,000 destinations in 221 countries and territories worldwide. It features over 100M reviews written by guests after their stay, and attracts online visitors from both leisure and business markets around the globe. With over 20 years of experience and a team of over 15,000 dedicated employees in 204 offices worldwide, Booking.com operates its own in-house customer service team, which is available 24/7 to assist guests in their native languages and ensure an exceptional customer experience.