Customer Service Team Lead – (d / f / m) – Omio

Company Description

Do you love to travel? Want to learn about customer service or develop your skills in customer service? Then we have the perfect job for you! Omio, formerly GoEuro, was touted by Forbes magazine as the “next big thing.” Be our next big thing!

We are searching for a customer service specialist to join our awesome Berlin team and play a key role in our growth.

At Omio, we share a common goal of “making travel easy.” We believe we’re helping scope the future of travel and want you to help us on our journey!

Up to the challenge? Read more below.

Job Description

The role

• Drive the performance and KPIs of your market Service Levels and CSAT
• Manage call centre operations such as queue monitoring, agent availability and backlogs to ensure exceptional service;
• Take ownership of implementing process improvements and the creation of customer service SOP’s;
• Successfully recruit, train and onboard new team members
• Ensure team bonding and team interaction, to promote engagement and avoid team attrition
• Monitor, evaluate and communicate metrics (to team & manager), acting on daily / weekly Customer Experience KPIs to achieve service level and quality targets
• Create regular reports to present team’s progress and next improvement steps
• Hold regular team meetings and individual 1-2-1s, to provide regular, structured and constructive feedback to the team, promoting an open communication and ensure maximum employee satisfaction & productivity
• Proactively suggest, structure and implement improvements across all Customer Experience topics
• Audit calls, emails and processes to ensure positive customer experience and constantly upgrade performance, behaviors and efficiency
• Be on hand to support your team with questions and handling tricky escalations;
• Participate in Customer Service strategy creation and be responsible for implementation
• Have an interest in the travel/tourism industry;
• Be proactive and take ownership for the product by delivering customer feedback to the right departments;

Qualifications

What you bring to the table

• You are native in spoken and written English (other languages are a plus)
• You have a minimum of three years practical experience in customer service and/or complaint handling
• You have a tactical and operational approach on business and team
• You have genuine empathy, solution focus and Company/Customer balance, when handling complaints
• You are highly oriented to create high and positive impact in Customer’s life
• You have strong communication skills, along with negotiation and influence ability

Additional Information

What’s in it for you? #LifeatOmio

• An attractive salary and benefits package
• Urban Sports Memebrship subsidy
• Remote & Flexible Working
• A diverse team of more than 45 nationalities

We encourage you to apply even if you’re still developing some of these skills! We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender identity, age or disability.

Intrigued? Apply here in English.