International Customer Service Team Leader

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Job Purpose

Reporting into the Head of International Sales and Operations, the International Customer Services Team Leader will be responsible for leading the International Team and dealing with all aspects of the team’s management. The role will involve the day to day running of the team, supervising the team’s performance, guiding and motivating the team, whilst keeping a high level of Customer Service and experience.

Key responsibilities: 

  • Coordinate customer service team.
  • Liaise with Sales, Commercial, Marketing, Invoicing) to ensure the right processes are implemented.
  • Weekly meetings with international team leaders and commercial managers.
  • Provide direct customer support.
  • Monitor workload and average handling time of emails.
  • Monitoring answer rate along with adherence.
  • Review and resolve escalations.
  • Financial responsibilities for discounting bookings.
  • Maintain rota coverage to ensure a high level of customer service is provided.
  • Approve/monitor holiday and sickness  requests
  • Assist with recruitment.
  • Coordinating training of new starters.
  • Support process improvement.
  • Daily/weekly reporting by COR on performance.
  • Motivating team to perform to their absolute best
  • To have a vision for the team and drive them towards it
  • Monthly KPIs implemented and reviewed with the team.
  • Call reviews along with coaching.
  • Any other duties as and when required by the manager.

Personal Qualities/Skills:

  • Spoken languages in Spanish / Italian and French preferred.
  • Strong verbal and written communication skills
  • Ability to communicate effectively both internally and externally at all levels
  • Strong understanding of the cruise/travel industry.
  • PC literate – knowledge of Word and Excel
  • Basic knowledge of ABTA/ATOL regulations
  • Team leadership
  • Strong performance evaluation 
  • Proven conflict resolution skills 
  • Ability to work under pressure
  • innovative 
  • Excellent organisational skills and ability to multi-task
  • Enthusiastic, dynamic, positive and Sense of humor
  • Approachable, with the ability to resolve issues within the team, excellent people management skills
  • Coaching and feedback.

*This role requires the candidate to be bilingual in two of the following languages: Italian, French or Spanish*

Or, know someone who would be a perfect fit? Let them know!

Wimbledon

SW19 1NE
SW19 1NE London Directions

Why join Iglu.com?


We might be online, but we're real people who want to make a real impact and work together to create the best experiences for our customers. We've grown a lot and have now created a diverse, flexible, rewarding environment that strives to let everyone be the best version of themselves. 

Our social calendar and regular educational trips mean that it is not all hard work. The charity committee also allow us to give back to some great causes and initiatives. Plenty of reasons to enjoy life at Iglu.com.

 

 

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