Travix is a global online travel company operating currently in more than 40 countries (growing to 50) with more than 550 employees and offices in the Netherlands (Main hub), Germany (Operations), London (IT Development), India (Operations), Singapore (Satellite) and the USA (Satellite). Travix was established in 2011 following a merger of leading travel agency brands Vliegwinkel.nl, BudgetAir, Flugladen, CheapTickets.nl and Vayama. Travix’ majority shareholder is John Fentener van Vlissingen’s BCD Group. Travix joint roots go back more than 25 years, with a strong leading focus on innovative IT technologies, online presence and focus on our customers’ needs.
We are significantly outperforming the market with regards to growth, and we are on our way to become the global challenger in the online travel space, whilst keeping our startup mentality. With our 5 brands and an extensive portfolio of >40 websites we are market leader in several countries and growing rapidly on all continents. We are passionate about everything we do. On a daily basis, we help thousands of people to find the best flights. We inspire them and guide them through their travel journey. We grow talent. “We move people”
Customer Service Manager - Berlin
The Customer Service Manager manages the performance of a team across brands, country and/or region through implementation of the customer care strategy and excellent people management practices, resulting in improved financial, people and customer results. Also, manages the day to day operation of the Travix brands, ensuring all required services are in place, to ensure the smooth operational running of the care center. Actively contributes to the continuous improvement of the overall performance, people practices, processes and results.
The Customer Support Manager (CSM) leads a team of Professionals, Specialists and/or Experts and provides direction, guidance, instructions and support. The CSM coaches, develops and grows the individuals in the team to continuously improve the performance based on identifying their strengths, learning opportunities, motivation and career aspirations while safeguarding the handling of the workload, priorities and departmental KPI’s through cooperation with other CSM’s and CC management.
The CSM actively supports and embraces the Customer Care strategy and ensures the teams’ priorities and behaviours reflect this driving exceptional levels of customer satisfaction and experience while maximising efficiency every day/night.
Higher vocational education (ideally) in Travel and Tourism
Appropriate management courses and qualifications
Higher Travel/Managerial Education or similar
People management courses (coaching)
2 years management experience in the physical running of a small to medium Contact Centre
4 years experience in a people, quality, service oriented and dynamic environment
Adequate knowledge of Care Centre and resource planning tools
Adequate knowledge of GDS’s, booking flows, travel processes is a definite benefit
Experience in a multinational company and working with different cultures and/or countries
Language skills: Mastery of the English language both verbal and written
Industry knowledge: deep knowledge of airline policies & conditions, fully understands our relationship with consolidators, airlines & meta partners
Systems: Knows GDS systems’ ins and outs and is go-to-person for questions and support in case of a crisis.; MS Word, Excel and Powerpoint knowledge is required
Subjects & Channels: All subjects, social media escalations
Tasks: All managerial tasks & high level escalations
Communication: Handles conflict & complaints in a best possible and prevents further escalation of any conflict & complaint which comes his/her way
Autonomy: Works independently
Pragmatic with hands-on approach and sense of urgency
Analytical (understanding flows, tools related to processes)
Experienced in Google Suite, Back Office tools, creating and analyzing reports
Energetic and positive mindset
Leadership & People Management
Leads by example, is actively visible on the floor (90% of work time) and in contact with employees, actively communicates with the team and captures the unspoken thoughts and dynamics.
Motivates and empowers staff through effective, personalized and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize customer satisfaction, business results and employees’ satisfaction.
Coaches people (50-60% of time), and records through scorecards, in knowledge, competencies and behaviours, business etiquettes and soft skills while indirectly influencing morale and motivation and creating an environment that embraces feedback and maximizes employee engagement, performance, retention and business results.
Encourages individuals to continuously develop their skill set and use available tools to do so.
Has excellent communication skills, able to read between the lines and has facilitator experience.
Conducts stand-ups (preferred daily or highly frequent) and team meetings ensuring a constant dialogue with employees and a safe environment where people can speak up and contribute to the companies objectives.
Recruits and retains the best talent and conduct exit interviews and action factors affecting employee retention.
Conducts performance reviews within advised timelines, support collaboration sessions to establish fair treatment of all employee, initiates growth potential and actively sponsors people’s aspirations.
Holds people accountable and ensure that the correct processes for employee counseling and/or discipline are in place.
Ensures the achievement of global objectives by meeting and exceeding performance standards and targets relating to all channels or specific tasks (e.g. ticketing, reissues, refunds).
Understands the principles of workforce management and actively supporting the strategies to achieve the best accessibility results through scheduling (if not automated) and schedule adherence.
Maximizes efficiency through identifying and flagging improvement areas and defining strategies to reduce average handling times without setting targets around this.
Guides the team with prioritization of tasks.
Customer satisfaction & retention
Handles escalations and takes over a customer contact when requested or needed aimed at improving customer satisfaction and retention.
Establishes a customer-focused culture among the team managing problem resolution initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.
Ensures a strong focus on Customer Service Competencies development and quality in order to delight customers and build strong customer relationships, enabled by effective coaching and performance feedback structures.
Contributes actively to improve processes and customer experience through modification of system and structure (staffing, training and targets).
For further information on this opportunity please contact: email@example.com