Omio's vision is to enable seamless travel for people anywhere, in any way. We are bringing all global transport options into a single distribution system to create magical end-to-end consumer journeys.
With Omio, you can easily compare and book trains, buses, ferries, and flights across Europe, the US, and Canada using a single search on your mobile, app, or desktop. Omio aims to simplify travel planning by providing transparent pricing and easy booking, making it a flexible and personalised experience.
Omio is the largest source of inventory, working with over 1000 suppliers across 39 countries. Our portfolio also includes Rome2Rio for global discovery, while Omio powers ticketing and journeys, attracting over 900 million users annually.
Our offices are located in Berlin, Prague, Melbourne, Brazil, Bangalore, and London. We are a growing team of over 400 passionate employees from more than 50 countries who all share the same vision: to create a unified tool to help travellers reach almost any destination in the world.
Lead and develop customer service teams
Main tasks and responsibilities:
- Drive the performance and KPIs of your market Service Levels and CSAT
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Manage call center operations such as queue monitoring, agent availability and backlogs to ensure
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exceptional service
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Take ownership of implementing process improvements and the creation of customer service SOP’s
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Successfully recruit, train and onboard new team members
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Ensure team bonding and team interaction, to promote engagement and avoid team attrition
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Monitor, evaluate and communicate metrics (to team & manager), acting on daily / weekly Customer
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Experience KPIs to achieve service level and quality targets
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Create regular reports to present team’s progress and next improvement steps
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Hold regular team meetings and individual 1-2-1s, to provide regular, structured and constructive feedback to the team, promoting an open communication and ensure maximum employee satisfaction & productivity
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Proactively suggest, structure and implement improvements across all Customer Experience topics
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Audit calls, emails, and processes to ensure a positive customer experience and constantly upgrade
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performance, behaviors and efficiency
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Be on hand to support your team with questions and handling tricky escalations
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Participate in Customer Service strategy creation and be responsible for the implementation
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Have an interest in the travel/tourism industry
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Be proactive and take ownership for the product by delivering customer feedback to the right departments
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2 + years proven team Lead experience
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Excellent Customer service experience working in a fast-paced environment
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You have genuine empathy, solution focus and Company/Customer balance, when handling complaints
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You have a tactical and operational approach on business and team
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Customer centric, highly oriented to create high and positive impact in Customer’s life
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Outstanding communication skills, along with negotiation and influence ability
What’s in it for you? #LifeAtOmio
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Have an impact. With innovation and smart technology, we are changing the way people travel, and you, too, can impact this ride
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A competitive and attractive compensation package
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A diverse team of more than 45 nationalities
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Experience working in an international environment, including travel to Berlin
Diversity makes us stronger
We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age, or disability.
