Premier Helpdesk Team Leader (GE)

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