Travix - Job details
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Director Customer Support Europe (Berlin)

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”

 

Director Costumer Support Europe

 

At this moment, we are hiring a Director Customer Support Europe to lead our Customer Service Center CheapTickets.de in Berlin. This leading Operations role reports to our Vice President Customer Operations In this exciting role you directly lead a team of 4 Customer Service Manager and 90 E-Travel Professionals, E-Travel Specialists and E-Travel Experts and indirectly lead staff related roles like e. g. Customer Relations, Facilities and Excellence.

 

This document describes the key challenges and opportunities of the job. Are you ready to join Travix?

 

Our aim is to be the best in flights, to be the online global travel retailer offering the best deals to consumers. This is an ambitious goal and will not be possible without the people who work for our brands with entrepreneurial drive each day.

 

More detailed information about the company is available on our website www.travix.com

 

The Challenge

 

Lead the Customer Service function through implementation of the global Customer Service strategy, resulting in improved financial, people and customer results, delivering above target KPI within cost budget.

Much of the success will depend on what you bring to the table. At the same time, you will be part of a global team of highly motivated and talented people. You will work closely with the Travix Leadership team to optimize the current solutions, define and execute the new strategy and propositions.

 

Responsibilities

 

Responsible for exceeding customer satisfaction and employee satisfaction targets; revenue and customer retention through effective planning, coaching, monitoring and continuously improving the overall performance of the Customer Support Centers.

 

This position comes with the autonomy to introduce your own ideas and creativity. We are always looking for innovative ways to improve our offerings to our customers. You will work in an international environment with colleagues from all over the world. As a company we are growing fast and we would like you to help us to reach our goals.

 

Travix Traits

 

The key traits we expect a Travix employee to have in our organization are:

  • Result driven
  • customer centric
  • teamwork
  • can do mentality
  • Data driven

 

Your Profile

  • Higher vocational education in Customer Service / Customer Operations
  • Higher Travel/Managerial Education or similar
  • Min. 5 years experience in the OTA or Operational travel business
  • Min. 5 years management experience in the physical running of a medium to large Contact Centre.
  • Adequate knowledge of Care Centre related technology including ACD, CTI, and resource planning tools.
  • Adequate knowledge of GDS’s, booking flows, travel processes is a definite Benefit.
  • Experience in a multinational company and in working with different cultures and/or countries.
  • Fluent in English & German (spoken and written)
  • Pragmatic with hands-on approach
  • Analytical (understanding flows, tools related to processes)
  • Experienced in Google Suite, Back Office tools, creating and analyzing reports
  • Profit and Loss experience with direct accountability for functional costs          
  • Working occasionally in line with care centre shift-hours to review out-of-hours operations
  • Multi-cultural, multi-lingual management required
  • Energetic

 

Contact

For further information on this opportunity please contact: azagorni@travix.com

Do you recognize yourself in the above profile, we look forward receiving your application by clicking the “apply now” button.

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