Careers at Trip.com Group

General information

Name

Customer Success Team Leader - FLT

Location

10 West Campus , Taguig City

Business unit

FU-IBU

Working time

Full-Time

Type

Customer Care Management

Description & Requirements

TEAM LEADER, PHCC

About Us

Trip.com Group Limited (Nasdaq: TCOM) is a leading one-stop travel service provider consisting of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group enables local partners and travelers around the world to make informed and cost-effective bookings for travel products and services, through aggregation of comprehensive travel-related information and resources, and an advanced transaction platform consisting of mobile apps, Internet websites, and 24/7 customer service centers. Founded in 1999 and listed on Nasdaq in 2003, Trip.com Group has become one of the largest travel companies in the world in terms of gross merchandise value.

Job Responsibilities:

Responsible for daily work of the team and ensure the normal operation
Supervise the operational data of the call center and conduct proper onsite management
Properly distribute the daily tasks within the team and host daily meetings
Supervise the staff KPI and take precautions to enhance the ability of the staff
Train and convey new procedures and monitor the implementation and performance
Deal with the complaints and communicate with staff regularly
Conduct communication concerning the monthly performance appraisal with staff
Arrange rational shift by estimating the volume of business
Propose projects that optimize the working procedures and complete them
Cooperate closely with other team leaders

Job Requirements:

Bachelor’s degree in Management, Comms, and/or any relevant field
At least 3 years supervisory experience in customer service team; travel/tourism industry, preferred
Excellent written and verbal English communication skills; ability to speak Mandarin is a plus
Ability to lead and motivate teams; has strong teamwork spirit
Good sense of responsibility and self-management skills
Project management and data analysis skills
Strong work ethic; solutions-oriented and results-driven
Proactive, flexible and capable of working independently as well as working with a team