Assistant Team Leader
Flight Centre
- Kuala Lumpur
- Permanent
- Full-time
- Support TL and Team to implement and maintain operational excellence which drives client satisfaction, revenue growth and client retention.
- Track performance of all travel consultants against KPI's and assist TL in providing direction and feedback to staff.
- Interpret, measure and compare KPIs and P&L
- Client Retention
- Staff Retention
- Attend Team Leader Meetings when Team Leader is away
- Conduct monthly leadership meetings with your TL to work on team strategy
- Assist TL with the management of team rosters & annual leave.
- Customer Service, sales and productivity
- Follow company procedures, account guidelines and customer service standards in the areas of: making travel arrangements, building Passenger Name Records (PNR's) and profiles, ticketing, tickets exchanges/changes, booking hotels and cars in GDS.
- Able to relate to clients at various levels within their organizations using diplomacy and tact
- You will need to bring in prior experience in Corporate operations environment, with experience in ticketing, scripting, changes and exchanges to complex multi-segment international fares and Passenger Name Records (PNR's).
- Demonstrating a strong curiosity in keeping yourself updated with travel destinations, strong communication skill, possess excellent geography and GDS knowledge are second nature to you. This will empower you to provide our clients with a world class customer service experience.
- 3 years' experience in a travel consulting position
- Good knowledge of both domestic and international airfares and ticketing.
- Strong ability to listen and communicate verbally and in writing in English.
- Excellent ability to handle objections and deliver solutions.
- Motivated to achieve customer satisfaction and able to handle difficult situations involving customers.
- Highly organized and able to set goals and plans and drive them.
- Ability to work on multiple tasks at the same time, completing tasks within required time frame and to quality standards.
- Ability to work efficiently and accurately in a fast paced environment.
- Willingness to work a flexible schedule and occasional overtime when needed.
- Exceptional interpersonal skills, with ability to quickly build relationships and deliver results.
- Acts with honesty and integrity - with colleagues and for long term customer retention.
- Passionate about delivering a superior customer experience.
- Works independently and as part of a team and is accountable for performance.
- Highly self-disciplined and willing to take ownership and responsibilities.