JOB DETAILS

JOB DETAILJob Details

・Providing leadership to support our growing contact center team.

・Coaching, mentoring and setting up action plans to support key contact center metrics.

・Focusing on the core-opportunity, namely, providing resolution for any and all customer service touchpoints across multiple communication channels.

・Strong communication skills coupled with the ability to influence others by conducting team meetings, completing appraisals and evaluating performance trends both at the individual and group level.

・Identifying scalable best practices, sharing insights and working as a unit to further the business.

・Passionate about testing an idea, measuring the success and implementing across multi-lingual units.

・Leveraging data to make factual decisions or to influence process improvement opportunities.

・Hiring and developing stars.

REQUIRED WORK EXPERIENCERequired

✓Excellent verbal and written English and native Japanese skills.

✓At least 2 years experience in managing a team of customer service agents.

✓At least one GDS Software knowledge (Sabra, Amadeus, Galileo)

✓Experience working in a contact center for travel agency, airline, or OTA would be desirable.

✓The ability to motive others to give their very best with proven track record of this skills.

✓Proficient in MS office and call center equipment/software programs.

✓Strong analytical/presentation skills.

✓Able to thrive under pressure, and have experience handing the most critical of customer escalations with calm and respect.

✓A desire to help others work towards targets and develop their skills.

✓Possess excellent time management and multi-tasking skills.

✓Able to build solid and respectful relationships with partners and other stakeholders.

✓Ability to work effectively in an start-up environment with rules and structure to be defined.

✓A passion for travel and hospitality.

✓A strong desire to succeed.