Travel Consultant - Team Leader

About UsFounded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.IntroductionTrip.Biz is a digital business travel management company powered by Trip.com Group, providing all-in-one solution built on human-centric technology and rich inventory. Headquartered in Singapore, Trip.Biz has already garnered the trust of over 15,000 large-scale corporations and more than 980,000 small to medium-sized enterprises in business travel across the globe. We level up corporate travel to save time and cost while our clients succeed in business. In this Role, you’ll get to * Oversee team’s daily operations, ensuring targeted operation KPIs are achieved * Monitor team’s changing service level and perform appropriate onsite management * Supervise staff KPI and oversee individual performance to enhance service quality * Train new procedures and monitor team’s implementation and performance * Distribute team’s shift schedule to align with business needs * Lead and motivate team members by engaging in regular communications such as but not limited to monthly performance appraisals and daily interactions * Cooperate with higher management to pursue alignment with Trip.com Group and Corporate Travel HQ's strategic objectives, and coordinate with HQ on system and policy updates * Work closely with business leaders to gather a comprehensive understanding of their requirements, and provide data and documentation as requested in timely manner * Deal with complaints and emergencies, until customers’ problems have been fully resolved * Analyze complaint and NPS cases involving product or service defect, and share with relevant teams to improve Trip.Biz products and servicesWhat you'll Need to Succeed * Diploma relevant qualification or above * Have full command of major GDS and other standard operational systems in the industry * At least 3 years of experience in a TMC or OTA with 1 year of experience as a operaiton team leader, QC lead or training lead. * Previous experience in complaints handling and escalation * Excellent cross-cultural communication skills as well as teamwork skills * Strong command of computing skills such as MS Office software; basic data analysis skills are requiredWhy Trip.com GroupWe offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made.What’s more? * Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions * Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact * We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise. * We encourage flexible work arrangement * Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.Click[1] the link to learn more about What makes Trip.com Group a leading global travel service provider?Click [2] the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!Find out more job opportunities at https://careers.trip.comHave a good trip, and see you soon!ReferencesVisible links1. https://www.youtube.com/watch?v=w4D31J3atps2. https://www.youtube.com/@TripcomGroup