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Team Lead - Senior Customer Service. Job in Amsterdam, Netherlands in The Priceline Group Inc.. Nelest.com
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Team Lead - Senior Customer Service

col-narrow-left   

Job ID:

22755

Location:

Amsterdam 

Job function:

Business Development, General Management
col-narrow-right   

Posted:

03.09.2016

Employment Type:

Full time

Industry:

Hospitality / Tourism, Tech / Software, Services
col-wide   

Title:

Team Lead - Senior Customer Service

Job Description:

We are looking for a Customer Service Team Leader for the Senior CS Team based in Amsterdam.

B.Responsible:

  • Take responsibility for and drive continuous improvement of the quality of support provided by the entire Senior team,
  • Performance side by side and remote call monitoring,
  • Coaching sessions,
  • Track and monitor performance levels, and manage underperformance,
  • Prepare and conduct quarterly performance reviews and keep track of progress during the year,
  • Work closely with Operations and Training & Quality to ensure consistency in the execution of procedures,
  • Enthusiasm and ability to work in a team and independently,
  • Conduct monthly 1-2-1 meetings with seniors to maintain focus and motivation on Customer Service standards and targets,
  • Develop the potential of Seniors,
  • Ensure that all new Seniors receive an informative onboarding programme to introduce them to the Senior role, systems and relevant procedures,
  • Acting as a business partner for the CS Managers, identifying opportunities and areas for development in the operations,
  • Discussing any areas of concern, training requirements or achievements with CS manager
  • Work closely together with Team Leaders on issues, coaching trends, areas to improve for teams,
  • Schedule and distribute tasks and projects within the team,
  • Demonstrate the ability to influence customers and hoteliers in complaint and mass issue handling and able to balance out interests of all parties involved,
  • Working together with global senior TL team to ensure alignment (in procedures, team management, performance management) and efficiency gains,
  • Build and maintain network with stakeholder teams in order to gain relevant information and action, to resolve problems or provide support to the team,
  • To be an effective Change Manager - to know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors,
  • Proactive and able to complete tasks within specified deadline.

Ideal candidate:

This role is ideal for an articulate, energetic and enthusiastic customer service professional with leadership flair and ability to motivate others. As well as experience within a customer services or customer-facing role you will be passionate about providing the best possible levels of customer services and have experience in or potential to run a highly motivated, dynamic and efficient team of Seniors.

You possess strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring abilities. You should be efficient, organised, adaptable and capable of working on your own initiative in carrying out your day-to-day data tasks with limited need for supervision. You should be skilled at multi-tasking and able to co-ordinate a variety of tasks.

We offer:

We are a performance-based company that offers career advancement and lucrative compensation, including bonus. We also offer what is called the "Booking Deal" with competitive benefits.

Booking.com BV (the company behind Booking.com

Job Requirements:

:

  • Bachelor degree level, education in Hospitality branch preferred,
  • Extended CS experience is a must,
  • Professional, proactive, positive and "can-do" attitude,
  • Leadership experience in CS environment,
  • Proven people management skills,
  • Flexibility, able to work various shifts if required,
  • Analytical skills,
  • Proven and demonstrated high performance track record,
  • Strong focus on and experience in coaching,
  • Excellent written and oral communication skills,
  • Ability to present information in front of a group,
  • Our ideal candidate is fluent in English and one or more European languages,
  • Sense of responsibility, independent and customer friendly.


Company Info
The Priceline Group Inc.
800 Connecticut Avenue
Norwalk, CT, United States

Phone:
Web Site: www.pricelinegroup.com

Company Profile

Company Info


The Priceline Group Inc.
800 Connecticut Avenue
Norwalk, CT, United States
Phone:
Web Site: www.pricelinegroup.com

Team Lead - Senior Customer Service

col-narrow-left   

Job ID:

22755

Location:

Amsterdam 

Job function:

Business Development, General Management
col-narrow-right   

Posted:

03.09.2016

Employment Type:

Full time

Industry:

Hospitality / Tourism, Tech / Software, Services
col-wide   

Title:

Team Lead - Senior Customer Service

Job Description:

We are looking for a Customer Service Team Leader for the Senior CS Team based in Amsterdam.

B.Responsible:

  • Take responsibility for and drive continuous improvement of the quality of support provided by the entire Senior team,
  • Performance side by side and remote call monitoring,
  • Coaching sessions,
  • Track and monitor performance levels, and manage underperformance,
  • Prepare and conduct quarterly performance reviews and keep track of progress during the year,
  • Work closely with Operations and Training & Quality to ensure consistency in the execution of procedures,
  • Enthusiasm and ability to work in a team and independently,
  • Conduct monthly 1-2-1 meetings with seniors to maintain focus and motivation on Customer Service standards and targets,
  • Develop the potential of Seniors,
  • Ensure that all new Seniors receive an informative onboarding programme to introduce them to the Senior role, systems and relevant procedures,
  • Acting as a business partner for the CS Managers, identifying opportunities and areas for development in the operations,
  • Discussing any areas of concern, training requirements or achievements with CS manager
  • Work closely together with Team Leaders on issues, coaching trends, areas to improve for teams,
  • Schedule and distribute tasks and projects within the team,
  • Demonstrate the ability to influence customers and hoteliers in complaint and mass issue handling and able to balance out interests of all parties involved,
  • Working together with global senior TL team to ensure alignment (in procedures, team management, performance management) and efficiency gains,
  • Build and maintain network with stakeholder teams in order to gain relevant information and action, to resolve problems or provide support to the team,
  • To be an effective Change Manager - to know how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors,
  • Proactive and able to complete tasks within specified deadline.

Ideal candidate:

This role is ideal for an articulate, energetic and enthusiastic customer service professional with leadership flair and ability to motivate others. As well as experience within a customer services or customer-facing role you will be passionate about providing the best possible levels of customer services and have experience in or potential to run a highly motivated, dynamic and efficient team of Seniors.

You possess strong communication skills, both oral and written, and of course, excellent leadership, coaching and mentoring abilities. You should be efficient, organised, adaptable and capable of working on your own initiative in carrying out your day-to-day data tasks with limited need for supervision. You should be skilled at multi-tasking and able to co-ordinate a variety of tasks.

We offer:

We are a performance-based company that offers career advancement and lucrative compensation, including bonus. We also offer what is called the "Booking Deal" with competitive benefits.

Booking.com BV (the company behind Booking.com

Job Requirements:

:

  • Bachelor degree level, education in Hospitality branch preferred,
  • Extended CS experience is a must,
  • Professional, proactive, positive and "can-do" attitude,
  • Leadership experience in CS environment,
  • Proven people management skills,
  • Flexibility, able to work various shifts if required,
  • Analytical skills,
  • Proven and demonstrated high performance track record,
  • Strong focus on and experience in coaching,
  • Excellent written and oral communication skills,
  • Ability to present information in front of a group,
  • Our ideal candidate is fluent in English and one or more European languages,
  • Sense of responsibility, independent and customer friendly.

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