Role of Purposes:
We are looking for a talented individual to join our team as a Customer Service Lead, where you will lead, mentor, and inspire a diverse team of back-office personnel and customer support staff. The ideal candidate will have a proven track record in managing large-scale operations, ensuring exceptional customer satisfaction, and driving continuous improvement initiatives within a large organization.
Key Responsibilities:
- Empower Growth: Conduct regular performance evaluations, set KPIs, and offer impactful feedback to enhance the skills and confidence of your team members.
- Drive Efficiency: Develop and implement cutting-edge strategies to optimize day-to-day operations, ensuring maximum efficiency and effectiveness in meeting SLAs.
- Foster Innovation: Continuously identify areas for improvement, implement process enhancements, and leverage data-driven insights to enhance productivity and other SLA metrics.
- Client Relationship Management: Serve as the primary liaison for clients, maintain positive relationships and proactively address their evolving needs and expectations.
- Performance Excellence: Monitor performance metrics and deliver insightful performance reports to senior management and clients.
- Risk Mitigation: Identify potential risks and implement necessary measures to safeguard the companys operation and uphold data protection policies.
Qualifications
- Overseas graduate with a Bachelors Degree in any major or overseas working experience.
- Proficient in both written and spoken English.
- Extensive experience leading teams in a multinational corporation with a strong track record in project implementation.
- Previous experience in the travel & aviation industry preferred but not required.
- Strong leadership and team management skills, with the ability to inspire teams to achieve goals.
- Pleasant personality with excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements.
- Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities.
Be Part of ATI Journey
Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATIs singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 we now have over 900 employees providing services to our clients across the globe.
