Team Coach
On-siteTaipei, Taiwan, Taiwan
Job Summary
Lead and coach a team of approximately 15 Travel Counselors by providing regular, documented coaching and feedback. Investigate service and quality errors with a curious mentality, collaborate with HR on performance ratings, and facilitate onboarding for new hires after centralized training. Listen to calls to validate service levels and compliance, while acting as the voice of Traveler Care for new technological implementations. Research and resolve client service concerns, develop strategy for the team, and communicate CSAT results. Collaborate with commercial client management and Team Operations to achieve contractual service level requirements. This role requires 10 years of Travel Counselor experience, leadership background, and fluent English. Schedule is 9:00 AM to 5:30 PM, Monday to Friday, in Taipei, Taiwan.
Required Qualifications
- 10 years of experience as Travel Counselor
- Previous leadership experience
- Experience in cryptic GDS
- Must be fluent in speaking and reading English language
- Excellent listening skills
- Curious mentality
- Customer service oriented
- This role works in the office from 9:00 AM to 5:30 PM (Monday to Friday)
- Location Taipei, Taiwan
Desired Qualifications
- Sabre experience
- Salesforce (case e-mail) experience
- Collaborative and passionate about building relationships
- Experience making data-driven decisions and achieving financial and service targets
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