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Premier Helpdesk Team Leader (GE)

Premier Helpdesk Team Leader (GE)

Infotree Global SolutionsRomania, Romania
În urmă cu peste 30 de zile
Descrierea postului

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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