Team Leader Customer Relations
Booking.com BV (the company behind Booking.com™, the market leading online hotel reservation service in the world) and/or its various support companies throughout the world are looking for people to support the business in the fast-growing hotel markets. Booking.com Customer Service Center (Netherlands) B.V, one of the support companies in the Netherlands, is looking for a Team Leader Customer Relations. The Team Leader – Customer Relations will be responsible for overseeing and leading a team of Customer Relations Associates servicing escalated complaints and issues. Main responsibilities include, but are not limited to:
- Lead the team to effectively resolve customer issues to ensure satisfaction and to build business relationships with hotel partners;
- Interact globally with the Customer Relations department for effective performance and continuous improvement;
- Train, assist, and mentor new employees in the department;
- Provide team leadership to achieve identified performance metrics and targets;
- Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance;
- Translate, implement and enforce company policies, procedures, and priorities;
- Analyze data, report feedback to all appropriate department with recommendation for improvement;
- Conduct performance appraisals and feedback sessions monthly;
- Handle reservations/escalations as needed;
- Assist Operations Manager Customer Service;
- Resolve complaints/issues for both hotels and customers;
- Perform quality processes; email, procedures, phone skills as identified.
Required Skills:
- Strong Team player, with a genuine interest and proven talent for coaching and developing others;
- Strong negotiation skills, and innate customer service orientation;
- Proven written & verbal communication skills;
- Multi-lingual a strong plus.
- Ability to work with various levels of management;
- Excellent problem solving skills.
Required Experience:
- 5-7 years of experience in a call center/contact center environment. MUST have prior call center supervisory experience;
- Experience managing a team of 15 or more;
- Associates Degree/Equivalent Job Experience;
- Hotel/Hospitality/Internet/Travel Agency experience a plus;
- Experience in a high-growth organization strongly preferred;
- Must be available and flexible with shift.
