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Premier Helpdesk Team Leader (GE)
Infotree Global SolutionsRomania, Romania30+ days ago
Job descriptionWorking 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.
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
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Helpdesk Team Leader • Romania, Romania