Team Lead

**Team Lead (Hybrid/Remote)**
- Full time, Singapore_

The travel consultant is this primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of related product.

This position demonstrates an extensive understanding and applicability of all areas in the travel industry. Works independently on requests as assigned and takes the initiative to provide assistance.

1. Handle Incoming Requests:

- Expertly use the appropriate the BCD Travel tools and systems to complete requests which include search and confirm travel reservations for the traveler
- Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer
- Provide travel offers and general travel advice to travelers
- Responds to requests accurately and completely
- Maintains, actively communicates and seeks expansion of current knowledge of the state of the various travel industries supported
- Provides the customer with the required industry information, such as low fares, exchange costs and penalties
- Fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.)
- Supports BCD Travel and client driven initiatives

2. Problem Solving:

- Appropriately responds and resolves customers inquiries
- Anticipates and provides assistance on potential challenges that may arise for the customer
- Performs follow-up as needed and within the time frame promised to the customer
- Proactively provides feedback to management to avoid future customer issues
- Accurately logs the complaint in the BCD Travel systems
- Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
- Responds and follows through on customer inquiries and complaints received directly or from management (Account or Operational)
- Anticipate potential issues and work to proactively resolve them
- Review team issues, determine root causes, alternative solutions and provide feedback to the individual and the team

3. Quality:

- Consistently exceeds individual goals
- Monitors, sorts and works global distribution systems (GDS) queues daily to maintain quality control
- Effectively uses the telephone systems
- Completes reservations with a few errors
- Research errors to determine the root cause, recommends and executes solutions
- Monitors and provides feedback on errors made by the team

4. Service Excellence:

- Responds to the customer promptly
- Always provides the customer his/her undivided attention to the request
- Always listens, does not ask the customer to repeat information he/she already provided and applies the information to the inquiry
- Responds appropriately and asks questions targeted to encourage complete responses
- Creates rapport with the customer, by showing interest, having a friendly tone of voice, using the customer's name appropriately and making the most of small talk
- Matches the customer's tone and pace as appropriate
- Keeps the interaction moving forward
- Offers suggestions to the customer and anticipates needs
- Is mindful of the client service level agreement in all transactions

5. Teamwork:

- Seeks opportunities to review operational processes and the commercial relationship with customer and provides suggestions for improvement
- Volunteers for additional administrative tasks
- Always searches for opportunities to move market share to BCD Travel preferred suppliers
- Seeks opportunities to helps team members
- Provides a team of travel consultants feedback, including responding to questions, providing direction and feedback
- Ensures team members are kept up to date with new polices, procedures and announcements
- Oversees and assists the team members in balancing priorities and managing their workload so team KPIs are consistently achieved
- Works with performance data to maximum the effectiveness and efficiency of the team
- Creates a positive work environment

6. Communication:

- Uses positive language and word choices to avoid negative customer reactions
- Avoids jargon or clichés
- Matches the customer's tone and pace
- Applies proper communication guidelines (clear, concise and personal) to interactions
- Uses correct grammar in interactions

7. General Management Responsibilities:

- Manages all key performance metrics evaluating or implementing and reviewing measurements, coaching and continuous improvement
- Responsible for all assigned administrative tasks
- Leads change efforts, providing information and communication
- Delegates work to others for improved results and individual growth as applicable

8. Administrative Tasks:

- Performs quality management such as error management
- Completes administrative tasks as assigned
- Assists or oversees testing or researching root causes and develops suggestions for improvement
- Assists in projects as assigned (ex: implementations)
- Attend scheduled meetings or calls