German Speaking Premier Helpdesk Team Leader

Job Description

Travel obsessed? Big tech fan? Hey, you're in good company. If you want to be part of the industry that makes the world go round, then look no further.

Travelport is the brains behind lots of your travel bookings- plane, car or hotel. Our technology is used to book that magical holiday, infamous bachelorette party or long overdue school reunion. While we can't solve mosquito bites or lost luggage, we can simplify a lot of the technical parts of travel, and we're looking for the best thinkers to help us do it.

We're hiring right now for a German Speaking Premier Helpdesk Team Leader ! Search for #Travelport on LinkedIn and hear from our amazing team.

How you'll make an impact: The purpose of the Team Leader is to deliver high quality support to our Key Customers and manage the daily operations of the Premier Helpdesk, to facilitate the delivery of exceptional service and incident resolution to our customers.

Your role in action:

• Coordinate resources in the Helpdesk to ensure coverage and appropriate handling of all support channels. Taking Ownership of communication, co-ordination and escalation of outage/high impact events for your region. Manage Helpdesk MyTravelport content for your region (Market Specifics) and provide guidance and product knowledge to the Helpdesk Team to assist them resolve as many cases as possible
• 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. Ensure the Helpdesk is using the appropriate systems and following Global Escalation procedures to escalate High Quality incidents to Level 2 teams and Suppliers. Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues.
• Manage incidents from our omnichannel offerings that include but are not limited to; Phone, Web Submit, Chat, and Email. Adhere to resolution/escalation times to minimize the impact on our customers and continually strive for improved performance.
• Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions. Assist with identifying trends that can be used to increase customer satisfaction. Ownership and commitment to problem resolution for Premier Customers.
• Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport Policy. Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference. Promote Travelport self-service options to customers including MyTravelport

Could this be you?

• At least 2 years of working experience within a Travel Agency, GDS or Airline environment and 3 years' 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 skills required and French will be an advantage.
• Ability to develop strong customer and internal relationships through a collaborative, consultative, reliable, and empathetic approach and a strong team player

Discover why our teams love working here: We're a diverse and inclusive workforce, representative of the communities and customers we serve. We're committed to eliminating inequality and unconscious bias, and to providing a work environment where all employees can confidently, and comfortably, share their opinions and challenge the norms.

Where do we start? Our benefits package includes:

A hybrid work model, competitive base salary and bonus plan, as well as a very comprehensive benefits package including a generous holiday allowance plus Christmas working days (office shutdown), medical and life insurance! We also provide employees with 600 RON per month to be spent on a benefit platform through which they can buy meal vouchers, gift cards, language courses, discounts on travel and more!

Search for #lifeattravelport & #travelportGDL for our employee stories on LinkedIn!

Your journey at Travelport starts here.

Our application process is quick, easy, and hassle-free - apply in just a few minutes!

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.