Who are WebBeds
WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.
Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to
- 0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.
WebBeds is a subsidiary of Webjet Limited (ASX: WEB) an ASX 200 listed company operating a global digital travel business.
What makes us stand out
We are a wholesale global travel organisation
We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries
We partner with over 430,000 properties in more than 15,000 destinations
We work with more than 44,000 travel companies in 139 source markets
We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking.
Job Purpose:
Lead, Coach, Develop and Mentor a team of Front-Line Manager (Supervisors/Team Leaders) in the execution of their role in compliance with Company Policy and the Operations Training Manual whilst ensuring the delivery of high quality of service.
You will assist in establishing the team objectives, provide Supervisors with opportunities to expand their knowledge and analyze data, and focus on improving performance and processes in an effort to better support customers.
You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. Manage the Customer Service team ensuring that the department is running effectively to deliver business results through building supplier and customer relationships to achieve sustained and profitable growth.
Ensure tracking and closure of complaints and remediate with causal analysis to prevent recurrence of customer affecting issues.
Key Responsibilities:
Operations
Manage day to day operation ensuring KPIs are being met and daily task are getting done in a timely manner
Gather data and analyze to improve processes, ensure resources are properly allocated and efficiency is maximized
Monitor CRM on a daily basis to ensure smooth daily operation
Effectively delegate task to ensure workload are being handled and distributed
Coordinate with other internal department in order to provide the best customer experience
Attend meetings with Sales to discuss any issues and provide update
Maintain a good relationship with Customers, Supplier and Internal Department
Identify if error is internal and approve loss
Analyze loss report and provide action plan for improvement
Act as escalation point of contact for any emergency
People Management
Manage, support, and motivate the Customer Service teams
Ensure the Company's performance management process is followed and implemented within the Customer Service team by setting up short term and long term objectives to your direct reports and your front-line teams by doing regular performance reviews and by working closely with the concerned management and HR on any changes required
Ensure optimum staffing, development, and retention to support the Company's growth
Identify training needs of existing staff to support the Company's strategy and to ensure
Identify needs for continuous improvement and provide support
Review the succession plan for all critical roles within the team on a quarterly basis
Ensure all staff adhere to the Company's policies and procedures
Provide reporting as required on centre or team's performance including but not limited to:
Defects experienced by Customers
Recruiting needs, including forward anticipated attrition and expansion requirements
Any servicing interruptions caused by IT outages, Supply chain interruptions and any BCP requirements executed
Losses accruing to the company from defects, by department, by type
Staffing and Scheduling to ensure roster coverages match company needs
Key Competencies:
Staffing and scheduling skills (Workforce Management experience)
Advocate organizational changes necessary for developing and keeping top talent
Communication- Business Fluent English both written and verbal (Required)
Active Listening
Ability to provide high- impact performance feedback
Written and Oral Communication
Written and Oral Presentation
Critical Thinking
Decision making and Delegation
Planning and Scheduling
Strategic problem solving
Diversity Awareness
Awareness and legal Knowledge
Emotional Intelligence
Self Development
Adaptability/ Stress Tolerance
Trustworthiness
Achievement Orientation
Building strategic relationships
Conflict management
Interpersonal Sensitivity/ empathy
Team/interpersonal support
Collaboration
Job Qualifications:
3-5 years of management experience
3-5 years of experience in the travel and tourism industry or Customer Service Field
Excellent relationship management
Why choose us as your next destination
We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.
Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.
International highly skilled group of experts from all around the globe
Dynamic environment with the chance to grow, influence & impact change
Disruptive, fast-growing market leader within travel & endless possibilities
Culture built on collaboration empowerment and innovation
Find out more about the WebBeds business at www.webbeds.com - #LI-Hybrid
