Travel Consultant Call Center Team Leader
Hong Kong, Hong Kong


To deliver exceptional customer service through managing Travel Consultants to meet and exceed Service Level Agreements through motivation / training and coaching and the use of the in house booking tools and bespoke systems and represent Egencia as an ambassador of service excellence.

To further develop skills and experience in Business Travel and provide representation to the Customer Service Manager.

About Egencia :

Our mission is to transform business travel by revolutionizing travel technology and service.

Egencia is the fifth largest travel management company in the world. As part of Expedia, Inc., the world's largest travel marketplace, Egencia helps businesses get ahead by offering the only truly integrated corporate travel service.

Egencia's industry expertise helps drive results that matter, delivering meaningful advancements that have a real impact.

By combining a powerful offline and online service, Egencia delivers a complete corporate travel offering supported by global market expertise and a best-

in-class technology platform. Our success is directly attributed to our customers' ability to move their businesses ahead through their valued relationships with our company and more importantly, with our people.

Key Areas Of Responsibility :

o Reporting to the Customer Service Manager or Supervisor

o Leading and motivating a team of Business Travel Consultants

o Take an active part in all staff development strategies to continually improve and strengthen the teams

o Support the Management team in the smooth and efficient day-to -day running of the department

o Monitor the quality, policy adherence and efficiency of service delivery by the team and assist in their training / coaching and development.

o Conduct and engage in monthly and bi-annual review sessions with the team looking at individual performance

o Deliver monthly Consultant Scorecard and quality Feedback

o Ensure all incentive opportunities are optimized by the team

o Be creative in setting key performance indicators

o Ensure all individual members of the team are meeting both internal and external SLA’s for quality, accuracy, productivity and revenue

o Achievement of individual sales targets as specified through monthly agent performance review (Scorecard)

o Communication of strategies and thoroughly supported action plans with relevant training / coaching as required

o Act as first point of escalation for client problems and resolution

o Assist the Travel Consultants in using their knowledge of the in-house web-based booking tool and customer questioning skills to identify opportunities to achieve best value’ from client spend

Requirements / Qualifications :

o Strong people management skills and experience

o A thinking out of the box motivator

o Strong customer focus

o Strong communication skills friendly, confident manner with all levels of colleagues

o Experience in a similar blue-chip corporate travel environment

o Internet savvy.

o Presentable, flexible with a desire to succeed and the drive the success of others

o Previous relevant people experience

Applicable Competencies :

o Relationship building : Builds effective relationships through positive communication that motivates and influences others.

o Is an honest, trustworthy, valued manager who is actively involved in achieving team and business objectives.

o Work with the Customer Service Manager in creating a succession plan and talent pool to develop progression within the team.

Skills / Experience :

o Demonstrate operational customer service knowledge gained in a B2B travel organization. Business travel experience preferred but not essential

o Ability to prioritize and organize

o Attention to detail and ability to problem solve

o Working knowledge of GDS knowledge of Amadeus preferred

Egencia Competencies : o Add Business Value

  • Drive for Results
  • Technical / Functional Skills
  • Analytical Problem Solving & Decision-Making
  • o Communicate Effectively

  • Written & Spoken Communications
  • o Help the Team Win

  • Build & Maintain Teams
  • Work Effectively with Superiors & Peers
  • Cross-Functional Collaboration
  • LI-TT1
  • Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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