Job Description
We are looking for an Guest Lead Agent.
You will be responsible for interacting with clients across various platforms (telephone, emails and chats) and delivering world class customer services. In addition, as Lead Agent you will provide assistance and guidance to a team of Guest agents ensuring Travelstart provides excellent Customer Service to its clients; and support the Guest Specialist with leading the team .
The focus of the role will be:
- Support agents with helpline function, initial and ongoing coaching;
- Assist the Guest Specialist with the daily running of the team;
- Assist with the implementation of administrative processes, tasks, procedures and work-flows;
- Ensure adherence to KPIs and perform Quality Checks;
- Stand in for Guest Specialist in her/his absence;
- Managing all training and coaching requirements;
- Prepare and facilitate team meetings to ensure information sharing and communication flow;
- Build morale and team spirit and successfully integrate new members into the team;
- Represent decisions and role model values of the organisation and ensure team members understand and implement;
- Identify opportunities for process improvement and inform Guest Specialist accordingly to assist with implementation;
- Monitor adherence to KPIs including call statistic targets, quality and quantity of work-load keeping Guest Specialist informed;
- Update Team on relevant industry news, product and/or airline changes;
- Ensure correct administration of staff task schedule and the updating thereof due to leave and illness of staff;
- Ensure workload completion by monitoring queues, inboxes, chats and call queues;
- Assist in recruitment processes of new Guest agents;
- Assist Guest Specialist identifying trends and better ways of providing excellent Customer Service;
- Assist Guest agents with support regarding product queries thus enabling them to perform their duties in a timely and accurate manner;
- Assist Guest Specialist in dealing with all customer escalations and feedback outcomes;
- Escalate customer and/or client problems as required and inform Guest Specialist;
- Communicate with other department’s Team Members to keep communication lines open;
- Responsible for actioning and delegating all outstanding tasks; and
- Reporting on workload status for all tasks.
Salary
Market-related
Required Qualifications
Qualification:
Technical skill requirements:
- Tourism studies or work experience or work experience from a airline/travel agency;
- Ability to manage, motivate and lead a team;
- Efficient working knowledge of Amadeus;
- Minimum one year Customer Service Experience beneficial;
- Knowledge of customer service principles and practices;
- Calm and effective approach to all obstacles and scenarios;
- Leadership experience is an advantage;
- Flexibility;
- English essential;
- Exceptional customer service orientation; and
- Excellent communication skills.
Location
Western Cape
Cape Town CBD
General Details
Listed below are the minimum requirements with regards to personal competency requirements needed for this role:
- Customer service orientation;
- Be able to work well with all kinds of personality types;
- Communication skills – verbal and written;
- Listening skills;
- Being able to multitask;
- Diligent;
- Patience and good attention to detail;
- Have a holistic approach to the business;
- Team player;
- Self motivated; and
- Proactive with a positive approach.
Travelstart positions are open to South Africans or Permanent Residences of South Africa only.
If you are interested in this GREAT opportunity email your CV to hr@travelstart.com with Guest Lead Agentin the subject line.
Application details
Zarah
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