We are looking for a Premier Helpdesk Team Leader with German to join our client's team in Romania, on a full time basis.

Location: Romania

Work model: fully remote

About the company

Our client is a worldwide travel retail platform, that powers bookings for hundreds of thousands of travel suppliers worldwide.

Your role in action:

• Coordinate resources in the Helpdesk to ensure coverage and appropriate handling of all support channels. 
• In collaboration with the Head ensure that the Helpdesk is meeting all KPIs such as Service Level, Resolution Rate, Handle Times and other KPI’’s as they are set. 
• Manage incidents from our omnichannel offerings that include but are not limited to: Phone, Web Submit, Chat, and Email. 
• Report problems via our Incident Management System. 
• Ensure all calls/incidents are handled promptly, courteously, accurately.

Requirements 

• Working experience within a Travel Agency, GDS or Airline environment and experience managing a team, remote management experience preferred but not essential.
• Extensive GDS Knowledge – Galileo preferred but will consider expertise in Apollo and previous experience working in a multi-channel environment (Calls, Chats, Email, Online support requests).
• Fluent English and German skills required.
• Ability to develop strong customer and internal relationships through a collaborative, consultative, reliable, and empathetic approach and a strong team player.