Reservations Team Leader - Beekman Group
Administrative / Secretarial Jobs In South Africa 2024Jobs In KwaZulu-Natal 2024
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The primary focus of the role is to lead the Travel Reservations team that makes reservations (which may include rental, points, international bookings and exchanges); as well as, by handling inbound calls and emails as well as attending to assigned outbound call programmes which will ensure the achievement of multiple individual, team and departmental targets across a multitude of product lines.
Key Performance Areas:
- Effective communication of general business issues to all team members
- Support the management team and operations as a whole through subject matter expertise as required to achieve all Call Centre objectives.
- Ensure the team as a whole:
- Attends to all international/local reservation requests
- Attends to all queries via phone, email or face-to-face consultation
- Remains target orientated and achieves the monthly/annual targets
- Attends to all travel-related requests (car hire, cruises and flights)
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- Adherence to and responsible for department SLAs
- Performance manage individuals to achieve key performance areas
- Ensure the team as a whole achieves agreed customer service standards
- Ensure the team achieves service benchmarks (as measured through the company’s Quality Assurance system)
- Perform additional duties and general support as assigned.
Position Requirements:
- Matric (Business qualifications will be highly regarded)
- 2 years plus Call Centre Travel Leadership experience
- Excellent verbal and written communication skills
- Proven people management and leadership skills
- Ability to deal with clients in a professional and courteous manner
- Ability to work under pressure, plan and organise
- Strong Working knowledge of MS Office
- EAAB (Professional Practitioner in Real Estate PPRE) qualification will be an advantage
- Must be presentable, neat and well organised
- Excellent interpersonal skills with excellent communication skills in English, both verbal and written
- Strong attention to detail, Self-motivated and the ability to work under extreme pressure
- Ability to work with multiple tasks simultaneously
- Good administrative and planning skills
- Commitment to delivering service that exceeds our customer’s expectations.
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