Customer Contact Team Lead

CATHAY PACIFIC

5 - 10 years

6 Lacs

mumbai

Posted:-1 days ago| Platform:

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Skills Required

ticketing aviation hp data protector people management skills time management customer support customer service operations recruitment direct selling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Operational leadership

Leading the team to interact with and provide consistent excellent one stop shop service to customers.
Leading the team to-, and meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics
Perform regular quality check (QA) in order to evaluate the performance of the team.
Anticipate escalation and handle complex Reservations and Ticketing related inquiry or case investigation for Head office departments.
Be the key point of contact for Outports on Reservations and Ticketing related issues and provide recommendation to resolve problems.
Provide support to the Customer Support team and take up customer complaint cases based on operational needs.
Monitor actual operation requirement and reshuffle resources where needed.
Prepare reports for operational and management analysis.
Provide effectiveness feedback to Assistant Manager.
Participate in head office projects and ensure CCD s concerns are being well addressed and operational needs are being considered in development phases.

Requirements

Academic Qualifications

Graduation in any discipline is a must

Knowledge, skills, training and experience

Good command of written and spoken English
Minimum 5 years operational experience in customer service field
Mature with excellent interpersonal and people management skills.
Interested in facilitating supportive and effective team relationship.
Ability to manage, train and motivate staff.
Dynamic personality with a focus on customer service and motivational skills.
Strong negotiation and problem-solving skills.
Energetic and able to work under pressure.
Good organisational and time management skills.
Good knowledge of Altea Reservations system ARD
Willing to work on shifts (including overnight shifts and weekends)

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