POSITION SUMMARY
We are seeking an office-based Customer Service Team Leader to oversee and mentor a team of sales support agents, ensuring the efficient daily operation of the Sales Support department. Key responsibilities include managing the workflow of individual agents, providing guidance and support, ensuring prompt and effective handling of guest enquiries and requests, and driving process improvements to enhance efficiency and guest satisfaction. In this role, you will lead a team of 10 sales support agents who collaborate with Outbound Cruise Consultants to deliver high-quality pre-cruise service tasks in order to enhance the overall guest experience, improve booking retention, increase repurchase opportunities, and manage service tasks through proactive phone and email communication.

  
ESSENTIAL DUTIES AND RESPONSIBILITIES

Lead and manage a team of 10 sales support agents, ensuring that the team provides timely and accurate support to the Outbound Sales team for post-sale services such as:   - Air bookings and service - Hotel/Land/Transfer requests  - Visa information  - General administration (documents, guest information, booking updates etc.).   - General guest queries.   Oversee daily operations by providing each agent a set list of tasks to action as agreed by Consumer Sales Management, and ensuring correct completion and tracking of actions has been undertaken  Assist each agent with their day-to-day responsibilities as required Monitor and evaluate team performance conducting regular reviews to ensure the effective execution of daily tasks Closely coordinate with Consumer Sales leaders on a daily basis to understand needs of the Outbound Sales Agents and provide effective support Ensure all staff receives ongoing training, and assist to develop any training programs to enhance the skills of each agent Provide regular feedback to management on performance and KPIs and any other relevant metrics Foster a positive and collaborative team environment   Perform other duties as directed when appropriate to the scope and level of this position

 

QUALIFICATIONS, KNOWLEDGE, AND SKILLS

Proven experience in a customer service, sales or sales administration role, with at least 2+ years experience in a team leader or management position in a call centre environment  Strong leadership and team management skills, with the ability to motivate and inspire others to deliver on KPIs Excellent communication and interpersonal skills, verbal and written Ability to handle multiple tasks and prioritize effectively in a fast paced environment  Strong problem solving skills and a proactive approach to identifying and addressing issues A high level of computer literacy – Excel, Word etc.  and proficient in using CRM software Motivated, can-do team player.  Typing on web chat ( 50/55 words/minute) Language skills as a plus (Mandarin ,Cantonese, French ,German ,Spanish) Diligent and process driven, with high attention to detail.   Existing experience in travel industry highly valued.