上海招聘

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, driving and delivering inbound sales results and have experience in or potential to run a highly motivated, dynamic and efficient team of Customer Service Executives (CSE’s).

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 Care 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 Care standards and targets;
? Assist in and conduct, mid- and end-of- year performance reviews;
? Schedule and distribute tasks and projects within the team;
? Demonstrate the ability to recognize sales opportunities and 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 CSE’s;
? 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.

Required Skills:

? 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 sales 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, both written and spoken;
? Good command of German, both written and spoken (B-level), other languages are of advantage.
? 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.

Interested? Please apply directly at www.booking.com/jobs

Booking.com, part of Priceline.com (Nasdaq:PCLN) is Europe's leading online hotel reservations agency by room nights sold, attracting over 35 million unique visitors each month via the Internet from both leisure and business markets worldwide.
Established in 1996, Booking.com offers competitive rates for any type of property, ranging from small independent hotels to a five star luxury. The site is available in 41 languages and offers over 275,000 hotels in 110 countries.

The company's headquarters are located in Amsterdam. We have more than 4,000 employees working in 55 offices worldwide. We believe that the passion of our employees is our strength and this is what drives us towards an outstanding performance.
We offer an international, young and dynamic working environment with a culture that is open, innovative and performance orientated.If you would like to be part of our team, if you think you can make a difference to our rapidly expanding business, come and have a look at our job opportunities.