Who are WebBeds? WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences. Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking. WebBeds is a subsidiary of Web Travel Group (ASX: WEB) – an ASX 200 listed company operating a global digital travel business. What makes us stand out? We are a wholesale global travel organisation We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries We partner with over 430,000 properties in more than 15,000 destinations We work with more than 44,000 travel companies in 139 source markets We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking. As a Customer Service Team Leader at WebBeds plays a crucial role in leading and managing a team of customer service agents to deliver exceptional service to our clients and partners. The purpose of this role is to provide direction, support, and guidance to the team, ensuring service level agreements are met and customer satisfaction is achieved. The Customer Service Team Leader is responsible for driving team performance, fostering a positive work environment, and continuously improving customer service operations. By effectively leading the team, the Customer Service Team Leader contributes to the overall success of the customer service department and helps achieve the company's mission of providing exceptional and consistent service to delight our clients, suppliers, and partners. Key Responsibilities Lead and manage a team of customer service agents and senior customer service agents, providing direction, support, and guidance to ensure exceptional service delivery Monitor team and individual performance, setting clear performance goals and KPIs aligned with company objectives Conduct regular team meetings and coaching sessions to provide feedback, address performance gaps, and promote continuous improvement Real time monitoring for both the team availability and for the received flow on the different queues Giving the correct directions to the team of how to work in a smarter way to get customer’s queries handled and resolved timely and in the most efficient way Giving the tips and tricks to the team about how to reach the maximum customer satisfaction Handle escalated customer inquiries or complaints, demonstrating effective problem-solving skills and conflict resolution abilities Collaborate with other departments and stakeholders to ensure seamless coordination and resolution of customer issues Utilize data and performance metrics to analyse trends, identify areas for improvement, and implement strategies to enhance customer service operations Develop and maintain standard operating procedures (SOPs) to ensure consistency and efficiency in service delivery Assist in the recruitment and selection process for new customer service team members, conducting interviews and providing input Collaborate with the management team to develop strategies, goals, and objectives for the customer service department Promote a culture of accountability, ownership, continuous improvement, and collaboration within the team Set the rostering and ensure a good coverage 24X7 The skills we would like to see in your suitcase: Solid understanding of customer service principles and best practices Proficient in using customer service software and systems Knowledge of customer service metrics and KPIs Familiarity with standard operating procedures (SOPs) in a customer service environment Knowledge of industry trends and emerging technologies in customer service Proven experience in a customer service leadership role, preferably within the travel or hospitality industry. Excellent leadership and people management skills, with the ability to motivate, coach, and develop team members. Excellent communication skills, both verbal and written, with the ability to effectively convey information and instructions. Exceptional problem-solving abilities, with a proactive and solution-oriented approach. Strong analytical skills, with the ability to analyse data, identify trends, and make data-driven decisions. Excellent organizational and time management skills, with the ability to prioritize and delegate tasks effectively. Ability to work collaboratively with other departments and stakeholders to achieve common goals. Result-oriented mindset, with a focus on achieving targets and delivering exceptional customer service. Flexibility to work varying hours and weekends, as required in a 24/7 customer service operation. Demonstrated ability to handle escalated customer inquiries or complaints with professionalism and empathy. Proven record of accomplishment in driving team performance and meeting or exceeding service level agreements (SLAs). Ability to foster a positive and collaborative team environment, promoting teamwork, open communication, and a customer-focused mindset. Strong leadership qualities, including accountability, ownership, and a focus on continuous improvement. Ability to handle multiple priorities and work under pressure in a fast-paced environment. Key Measures Set KPIs QA scores Adherence to external and internal SLAs Adherence to the Business objectives and delivery of personal objectives Timeliness of deliverables Customer Satisfaction or NPS through survey Employee Engagement Employee Retention Coaching and Development: Effectiveness of coaching and development programs provided to team members, including their skill improvement and performance growth Workload Management: Ensure calls and tickets are being handled efficiently to avoid aging tickets and abandoned calls Escalation Management: Ability to handle escalated customer issues and complaints effectively and in a timely manner Team Collaboration: Level of collaboration and teamwork within the team, including cross-functional collaboration with other departments Why choose us as your next destination? We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward. Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support. International highly skilled group of experts from all around the globe 🌎 Dynamic environment with the chance to grow, influence & impact change ⚡ Disruptive, fast-growing market leader within travel & endless possibilities 💼 Culture built on collaboration🤝 empowerment and innovation 💡 Find out more about the WebBeds business at www.webbeds.com -