Customer Service Team Leader

Can you think on your feet? Work with a high level of service helping people enjoy time away with their friends and families. That is what we do here at Bookabach, a part of the family.

Bookabach is New Zealand’s largest and most loved holiday rental website. We’ve been helping kiwis escape to the bach - or someone else’s - for over 15 years. Now, as part of the global HomeAway and Expedia businesses we’ve got a sizeable and growing inbound travel component to what we do.

Job Description:

The Bookabach Customer Service Team Lead will focus on delivering a world-class customer experience for owners, travelers and property managers.  This position will work directly with the Bookabach operations and business teams with an eye towards helping our organisation achieve operational excellence by  Directing daily activities of the CS call center, providing coaching and training for the Customer Service Representatives (CSRs), handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role. HomeAway operates a global matrix structure and the Customer Service Lead will report to the Senior Manager of Australia Customer Experience as part of the Global Customer Experience team - in addition to working effectively with the local Bookabach NZ management team.

Key Responsibilities:

  • Act as an information source for CSRs questions pertaining to process, policy and work schedules.

  • Review, organize and delegate daily tasks for team

  • Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed.

  • Work in queues a minimum of 25%-50% of work day to maintain subject matter expertise and support service level goals.

  • Compile/send weekly status and other required reports as directed by manager

  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the team's efficiency.

  • Provide feedback to CSRs in 1:1 once per month.

  • Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed

  • Communicate solutions, successes, and opportunities to the Manager of customer support.  

  • Coordinate training for new hires and existing staff; participate in the delivery of training

  • Proactively communicate with the CS Manager regarding workflow, staffing issues/performance, and customer experience items

  • Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support

  • Inspire and motivate agents; lead by example

  • Encourage good team morale

  • Special projects as designated by management

  • Work closely with the Knowledge Management and Customer Systems teams to enhance our tools and systems for providing customer support.

Skills & Experience Required:

  • 2+ Years of customer service experience

  • 1-2 years experience in contact centers preferred

  • Ideal candidates will also have experience in a web-delivered business environment

  • Industry pluses:  classified listings websites, travel websites, online advertising, or B2C websites

  • Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required.

  • Working knowledge of photo editing software such as Photoshop or Fireworks a huge plus.

  • Bachelor's degree preferred, but will accept equivalent experience in field.

  • Must have strong verbal and written communication skills.

  • Ability to inspire and support people.

  • Good people and interpersonal skills to build effective relationships with all levels of professionals.

  • Ability to plan well and prioritize work.

  • Good decision-making, IT, and cross-departmental communication skills.

Personal attributes:

  • Detail oriented.

  • Service orientated.

  • Maintain calmness under tight pressure.

  • Able to remain objective.

  • Good program solving schools.

  • Team building, derives pleasure through empowering/training others.

  • Clear and concise in communications.


Auckland, New Zealand

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