About the Opportunity
The Customer Experience Team Leader is responsible for overseeing the day-to-day operations of the customer service team, ensuring that our agents and travelers receive excellent customer care and support pre, during and post travel. The CXTL will manage a team of customer service representatives (outsourced or inhouse) operating on a 24/7 basis, establish processes and procedures, monitor and manage SLAs to maintain a high level of customer satisfaction. The Customer Experience Team Leader is capable and confident in leading the organization in crisis management and diverse situations.
About You
- Degree or Diploma in Tourism field is an advantage.
- Minimum of 2-5 years of experience in customer service management, preferably in a related industry.
- Ability to analyze customer data and identify trends and opportunities for improvement.
- Experience with customer service in a tourism related business or e-commerce environment is essential
- Demonstrated ability to develop and implement customer service policies and procedures is an advantage
- Business Level English (verbal and written) is essential
The Attributes:
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Strong leadership and management skills, with the ability to motivate and develop a team.
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Outstanding communication, interpersonal and leadership skills with the ability to communicate effectively with customers, employees, and management.
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Excellent organizational and time-management skills
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Effective negotiation and vendor management skills
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Strong problem-solving skills and the ability to handle complex customer issues.
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Critical analysis skills with attention to detail
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Strong commercial acumen
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Customer centric with commitment to high standards of service delivery
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Passion and curiosity for learning new technologies and understanding how things work
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Flexible working hours that may include late nights, weekends and early mornings (to accommodate different time zones)
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Comfortable with uncertainties or changing priorities and ability to work under pressure.
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Willing to travel for business when required
What you will enjoy
🎉 Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry
🌏 Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more
💎 Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development
🔧 Learning & Development: Access to LinkedIn Learning with 24,500+ courses; individualized development pathways
🎊 Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations
👐🏽 Inclusive Workplace: We're an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age
🙏🏼 Give Back: Corporate Social Responsibility program; paid parental and volunteer leave
💚 Sustainability: We're committed to protecting the environment essential to tourism's future
About Us
As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.
To learn more about Discova and our work perks click: https://bit.ly/4hEd88H
Get in touch now and Discova a world of possibilities!
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