Supervisor Customer Support Team, ERM
About The Position
The Supervisor Customer Support Team is responsible for the day-to-day management of an operational customer support team. This includes developing team members, managing key performance indicators (KPIs) and workload, and ensuring customer expectations are met. The Supervisor is the primary point of contact for team members and actively coaches and develops the team to meet and exceed all performance targets. This position requires an extensive understanding of all areas of the business travel industry, preferably including the Energy, Resource and Marine (ERM) segment. The role works independently on assigned requests and takes the initiative to provide support where needed. The customer support team is a global team operating in the Global Access Amadeus and Global ERM environment, focusing primarily on online navigational support, service issues, and general customer support queries.
Requirements
- Solid working knowledge of the travel industry, policies, procedures, and processes
- Proficiency with travel industry systems (GDS Amadeus)
- Proven ability to handle multiple priorities simultaneously
- Demonstrated excellent professional customer service and problem resolution skills
- Proficiency in Microsoft Office applications
- Strong verbal and written communication skills in English
- Flexibility in scheduling is a core requirement of the role.
Nice To Haves
- Extensive understanding of all areas of the business travel industry, preferably including the Energy, Resource and Marine (ERM) segment.
Responsibilities
- Have a strong understanding of customer deliverables and expectations
- Perform quality monitoring
- Appropriately respond to and resolve escalated customer inquiries
- Anticipate and provide support for potential challenges that may arise for the customer
- Respond to the customer in compliance with SLA
- Seek opportunities to improve operational processes and provide suggestions for improvement
Benefits
- Flexible working hours
- Work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
