job description
Join Trip.com Group as a Group Leader for International Customer Care (IB - HTL) in beautiful Bali! This is your chance to lead a dynamic team dedicated to delivering world-class customer service to our global clientele. As a Group Leader, you will drive operational excellence, mentor team members, and ensure seamless customer experiences in the hospitality and travel sectors.
At Trip.com Group, we value innovation, teamwork, and a customer-first mindset. This role offers a unique opportunity to grow your leadership skills in a fast-paced, multicultural environment while enjoying the vibrant culture and lifestyle of Bali.
If you are a passionate leader with a knack for problem-solving and a commitment to service excellence, we’d love to hear from you!
Responsibility
- Lead and mentor a team of customer care professionals, fostering a culture of excellence and continuous improvement.
- Monitor and enhance team performance through coaching, training, and performance evaluations.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs) for customer satisfaction.
- Resolve escalated customer issues with professionalism and efficiency.
- Collaborate with cross-functional teams to streamline processes and improve service delivery.
- Develop and implement strategies to enhance customer experience and operational efficiency.
- Prepare and present performance reports to senior management.
- Stay updated on industry trends and best practices in customer service and hospitality.
Qualifications
- Bachelor’s degree in Business Administration, Hospitality, or a related field.
- Minimum of 3 years of experience in a customer service leadership role, preferably in the travel or hospitality industry.
- Proven track record of managing and developing high-performing teams.
- Excellent communication and interpersonal skills, with fluency in English (additional languages are a plus).
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work in a fast-paced environment and handle multiple priorities.
- Flexibility to work in shifts, including weekends and holidays, as needed.