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Premier Helpdesk Team Leader (GE)

Infotree Global SolutionsRomania, Romania

30+ days ago

Job description

We are looking for a Premier Helpdesk Team Leader with German to join our client's team in Romania, on a full time basis.

Location : Romania

Work model : fully remote

About the company

Our client is a worldwide travel retail platform, that powers bookings for hundreds of thousands of travel suppliers worldwide.

Your role in action :

Coordinate resources in the Helpdesk to ensure coverage and appropriate handling of all support channels.
In collaboration with the Head ensure that the Helpdesk is meeting all KPIs such as Service Level, Resolution Rate, Handle Times and other KPI’’s as they are set.
Manage incidents from our omnichannel offerings that include but are not limited to : Phone, Web Submit, Chat, and Email.
Report problems via our Incident Management System.
Ensure all calls / incidents are handled promptly, courteously, accurately.

Requirements

Working experience within a Travel Agency, GDS or Airline environment and experience managing a team, remote management experience preferred but not essential.

Extensive GDS Knowledge – Galileo preferred but will consider expertise in Apollo and previous experience working in a multi-channel environment (Calls, Chats, Email, Online support requests).

Fluent English and German skills required.

Ability to develop strong customer and internal relationships through a collaborative, consultative, reliable, and empathetic approach and a strong team player.

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Team Leader • Romania, Romania

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