1. 以身作则，在小组中起到积极带头作用

Lead by example, is a positive role model to the team

？ 团队管理并达成KPI，包括电话、邮件、准确性和效率。

Oversees their team, meeting KPIs including SLAs for calls/emails/accuracy/productivity.

？ 作为直线经理，管理小组，将团队的休假安排在日程和系统中共享。

Manages team resources as their line manager, ensuring team’s leave is in the shared calendar and leave system.

？ 组织每月小组会议及对产品进行更新。

Conducts monthly team meeting and product updates.

？ 建立团队精神，确保小组的乐观精神，提高员工留用率。

Build team spirit, ensure upbeat moral in teams to increase employee retention.

？ 积极改变，支持和推动新举措。

Support and drive results on new initiatives, be positive to changes.

？ 确保所有内外部的沟通，以及更新供应商/第三方合作伙伴的分布情况。

Ensure all internal and external communications and vendors/ third parties updates are distributed.

？ 小组成员的招聘。

Recruitment of team members.

1. 质量核查，预订

Quality checks bookings

？ 一对一监管组员，包括每月一次的电话监听，每年一次的评估。

One on one with agents including one call monitoring per month, one appraisal per year.

？ 确保组员在24小时内对交易包括配套的业务费进行登账。

Ensure agents bill T24 and relevant transaction fees including ancillary fees.

？ 确保组员没有未登账的机票、互换订单和其他杂项。

Ensure agents do not have unbilled tickets, exchange orders and miscellaneous items.

？ 批准/拒绝ADM、信用票据、重开发票，然后送至营运经理处以获得最后批准。

Approve/decline ADMs/credit notes/rebilling then send to OM for final approval.

？ 进行质量核查，以确保准确性和提高客户保留率。

Conduct quality checks to ensure accuracy and increase client retention.

？ 管理特殊项目，包括行程预警。

Manages ad-hoc projects including travel alerts.

3. 协助客户寻求解决方案

Assists client resolutions

？ 与组员、培训师共同通过邮件、会议、电话的方式对事件进行调查，对客户的投诉/表扬进行响应。

Investigates issue with agent, coaches agent/s, responds to client via email/meeting/phone, ensures agent logs complaints/compliments received.

岗位要求：

5年以上旅游行业工作经验，了解预订系统(GDS)，在线预订工具，票务和运价结构等。

Possess a minimum of 8 years travel industry experience including knowledge of reservation systems (GDS), online booking tools, ticketing and fares constructions.

？ 具有国际航运输协会或世界旅行社协会联合会的证书者佳。

IATA/UFTAA Diploma beneficial.

？ 中英文沟通良好。

Good communication skills in English, bilingual beneficial.

？ 较强的人际关系处理、项目管理、影响力以及与其他合作方协作的技能。

Strong soft skills in interpersonal relationships, project management and influencing/collaborating with stakeholders.

？ 创造性思维，能够打破常规去思考问题。

Creative thinking, able to think “out of the box”.

？ 较强的组织能力以及具有自我激励能力者优先。

Organized, self motivated with the ability to prioritize.

？ 全面了解客户的需求，能对服务进行及时补救。

Overall understanding of customer needs and timely service recovery.

上班地址：龙田路195号天华信息园