Supervisor Customer Support Team
Remote · Bengaluru, Karnataka, India
Job Summary
Supervisor Customer Support Team responsible for day-to-day management of an operational customer support team, including developing team members, managing KPIs and workload, and ensuring customer expectations are met. Acts as primary point of contact for team members, coaches and develops the team to meet performance targets, and supports change management and process improvements. Monitors team performance for career development and performance assessment, provides feedback to travel consultants, responds to customers in accordance with SLA, and communicates company/industry changes. Requires solid knowledge of the travel industry (preferably ERM), proficiency with GDS Amadeus, strong English communication, and proficiency with MS Office. The role operates within a global, online navigational support and general customer support environment and offers flexible hours and remote opportunities.
Required Qualifications
- Extensive understanding of the travel industry, policies, procedures, and processes
- Proficiency with travel industry systems (GDS Amadeus)
- Strong verbal and written communication skills in English
- Proficiency in Microsoft Office applications
- Demonstrated excellent professional customer service and problem resolution skills
- Flexible approach to work and ability to adjust to changing work demands as required
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