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Hotel Support Specialist - Group Leader

Customer Service
Austin, TX, USA
Posted on Thursday, November 30, 2023

Job Description

About Us
Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Group is a leading global travel service provider comprising of, Ctrip, Skyscanner, and Qunar.
Across its platforms, Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.
We have four Customer Service Centres for established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.
We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

Job Responsibilities

  • Take ownership for team results and provide daily leadership to team.
  • Be an effective project manager, take lead and in charge of projects from multi-countries, effectively communicate and make sure projects are delivered in a timely manner.
  • Work closely with supporting teams or other departments to provide coaching, training, and support to team members with effective and timely manner.
  • Utilize tools and collect relevant data to monitor team performance.
  • Collect feedback and suggestions for product and procedure optimization.
  • Create a safe and open team environment for teams.
  • Responsible for partner's complaint and take the ownership on investigation thoroughly and resolve the complaint with teams.
  • Be a role model for company policies and procedures and ensure the team understands and adheres to them.
  • Identify any operation or agent skill upgrade opportunities and work with training team to create training/eLearning course for the team.
  • Able to collaborate cross function department projects and execute daily duty task or any other tasks assigned by management from time to time.

Job requirements

  • Relevant working experience in starred hotel, airline ticket counter, call center is preferred.
  • Native level Japanese & business level English skills for both verbal and written (must have), Chinese language is a plus.
  • Minimum 2+ years’ experience as a people manager or team leader in a customer contact center, OTA, accommodation industry related experience, etc.
  • Have experience leading a team with size of 15+ people.
  • Experience leading teams in a dynamic, customer-focused environment, motivating members to meet KPI target.
  • Have strong interpersonal skills, experienced at project management.
  • Time management skills and can work under pressure.
  • Proven experience and knowledge in effective hiring, training, coaching and people management practices.
  • Strong work ethic with strong self – discipline
  • Excellent Microsoft system skill and analytical skills
  • Solution oriented and result driven.
  • Ability to multi-task & a flexible attitude
Why Group
We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.
What’s more?
  • Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions
  • Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact
  • We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.
  • We encourage flexible work arrangement
  • Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.
Click the link to learn more about What makes Group a leading global travel service provider?
Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!
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Have a good trip, and see you soon!