Trip.com is searching for a Russian Speaking Team Leader.
Key Responsibilities:
Manage the performance and development of team members through appropriate use of the performance Management system and a wide range of managerial techniques
Ensure that quality is a key team driver which underpins all operational performance, proactively driving a culture of continuous improvement
Be first point of call for resolving escalated issues to the satisfaction of the customer in a timely manner to minimise risk to the Company and the customer
Maintain the highest levels of client and customer satisfaction
Act as a role model in displaying Ctrip’s values in all activity and communication, promoting a positive and professional image of Ctrip at all times
Person Specification (All candidates must):
Have previous Team Leader, Supervisory or Managerial skills
Previous Call Centre experience is advantageous, and or Travel industry experience
Multilingual is desirable
Fluent in written and spoken Russian and English
Leadership, Delivering Service, Delivering Results
Experience coaching or leading people
Ability to create and continually support people through individual development plans
Strong listening skills
Positive communicator who understands when necessary how to have tough conversations
Knows and communicates the Ctrip mission, vision and strategy
Ability to confidently facilitate team discussions and communicate business messages
Role model in contact handling skills
Ability to review customer contact to identify’ WOW’ moments and opportunities to support associates with coaching
Strong time management and organizational skills
Takes action on emerging issues and opportunities
Helps associates understand what good likes, and supports them to reach it
Advanced computer skills, fluent with Excel and Word.
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