Careers at Trip.com Group

General information

Name

Team Leader

Location

Exchange 106, Kuala Lumpur

Business unit

FU-IBU

Working time

Full-Time

Type

Customer Service Management

Description & Requirements

About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Introduction

We are looking for Team Leaders, who will be supporting Trip.com’s customer advisors that help customers for products from hotel reservations to flight tickets to everything about travel. As the voice of Trip.com, you will use your interpersonal skills and passion to let travelers trust us to take care of their trip. This position comes with competitive pay, comprehensive benefits, and various opportunities to support your development. Do you have what it takes to become a part our dynamic and fast-growing team?

In this Role, you’ll get to

Responsible for the day-to-day supervision of a group of customer advisors including work and attendance monitoring in accordance with organization policy and applicable legal requirements
Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
Supervise the operational data of the call center and conduct proper onsite management and effectively distribute the daily workload for advisors on shift.
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics (KPI) are achieved at a minimum weekly
Host daily standups, weekly 1:1 and team meetings as well as effectively present key root cause analysis weekly to the management team. Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
Train and convey new procedures and monitor the implementation and performance, promptly highlighting challenges faced effectively via appropriate challenges aimed at constantly improving service quality.
Effective handling of customer escalations with exemplary investigation skills and knowledge aimed towards providing an empathetic customer experience
Conduct communication concerning the monthly performance appraisal with direct reports as well as yearly review recommendations
Work with local Workforce Management for the daily channel distributions and all ad-hoc Real Time Management of Service Levels.
Compete the tasks assigned by Operation Manager/Group Leader in time.

What you'll Need to Succeed

Minimum two years leadership experience in customer service team preferred.
Experience in internet companies, call centres, or tourism industry preferred.
Strong communication skills with proficiency in both English and Malay
Works well under pressure and follow through on items to completion
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
Ability to mentor, coach and provide direction to a team of employees
Willingness to work a flexible schedule including weekends and public holidays
Drives direct reports to achieve KPIs and business goals through coaching, mentoring and providing regular feedback
Able to arrive to decisions guided by policies, procedures and business plan; open to receive guidance and oversight from manager

Why Trip.com Group

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.

What’s more?

Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

We encourage flexible work arrangement

Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider?

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!