Customer Service Group Leader - Global Travel Brand

Join Trip.com Group, a leading global travel platform, as a Customer Service Group Leader in the vibrant heart of Bali. This is your opportunity to lead a high-performing team in delivering exceptional service to our diverse, international customer base while driving customer satisfaction and loyalty. In this role, you'll manage a team of 5-7 Customer Service Representatives, overseeing their daily operations, training, and performance. You'll work closely with our product and marketing teams to ensure our customers have the best possible experience with our services.

At Trip.com Group, we're committed to fostering a culture of innovation, collaboration, and continuous learning. As a Customer Service Group Leader, you'll have the chance to grow your leadership skills, develop your strategic thinking, and make a tangible impact on our customers' journeys. With our headquarters in Bali, you'll enjoy a dynamic work environment, surrounded by the island's natural beauty and vibrant culture.

📋 Tanggung Jawab Pekerjaan

• Lead a team of 5-7 Customer Service Representatives, providing guidance, support, and mentorship.
• Oversee the daily operations of the Customer Service team, ensuring high levels of customer satisfaction and service quality.
• Develop and implement training programs to enhance the team's skills and knowledge.
• Monitor and analyze team performance, providing regular feedback and coaching.
• Collaborate with product and marketing teams to understand customer needs and improve service offerings.
• Manage customer complaints and escalations, working towards resolutions that exceed customer expectations.
• Stay up-to-date with industry trends and best practices in customer service.
• Represent the company at customer events and industry conferences.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field. A Master's degree is a plus.
• Minimum of 5 years of experience in customer service, with a proven track record of leading high-performing teams.
• Strong leadership and management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
• Proficient in using customer service software such as Zendesk, Freshdesk, or similar platforms.
• Fluency in English, both written and spoken. Knowledge of other languages is a plus.
• Certification in customer service management or a related field is a plus.
• Experience working in a global, multicultural environment is a plus.

🛠️ Keahlian

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