Description du poste
Our client is seeking a driven, bilingual French-English customer service leader with deep expertise in the global travel sector. This is a highly customer-centric role requiring a hybrid of high-tier customer experience management and operational team leadership. You will serve as the architectural anchor for a remote support unit, handling VIP multi-destination itineraries and escalated booking challenges, while actively coaching, training, and running quality assurance checks for your team. The ideal candidate pairs a native command of Global Distribution Systems (GDS) with a confident, motivational management style to ensure service excellence across a fast-paced environment. Schedule: - 6:00 AM – 3:00 PM GMT (40 hours per week) Responsibilities: - Lead and support a remote, bilingual customer service team to secure high service quality, optimal workflow coordination, and 24/7 cross-regional coverage. - Drive and audit team productivity metrics, including average response times, ticket resolution rates, missed call frequencies, and adherence parameters. - Conduct routine quality assurance evaluations on customer interactions, deliver onboarding paths, and provide targeted performance coaching to team members. - Promote an accountable, service-driven team culture focused on continuous development and metric optimization. - Answer incoming customer inquiries with absolute fluency in both French and English across phone networks, emails, and live ticketing desks. - Manage high-priority VIP traveler interactions with meticulous attention to detail and zero margin for error. - Resolve complex itinerary issues, including multi-destination routing, real-time schedule modifications, cancellations, and irregular operations (IROP) rebooking. - Process customer charges, manual refunds, travel credits, and billing disputes in accordance with rigid compliance procedures. - Document customer resolutions and technical escalations perfectly within the central CRM and ticketing systems.
Profil recherché
- Hands-on, production-level experience navigating Amadeus, Galileo, or Sabre Global Distribution Systems (GDS). - Complete professional fluency in both French and English with impeccable verbal and written communication skills. - Proven leadership or supervisory experience within a call center, customer service center, hospitality setup, or travel agency environment. - Exceptional phone communication mechanics with a strong history of handling escalated cases and high-priority consumer disputes. - Mastery of CRM structures, modern ticketing systems, and call center cloud software in a self-managed, remote framework. - Past tenure inside premium travel agencies, airline desks, or international tourism operations (preferred). - Deeper understanding of international travel document tracking, visas, and cross-border entry metrics (preferred). - Experience developing QA scorecards, script libraries, training materials, or operational SOPs (preferred).