علی‌بابا | Alibaba Group

کامپیوتر، فناوری اطلاعات و اینترنت ۵۰۱ تا ۱۰۰۰ نفر www.alibaba.ir

استخدام International Products Support Manager (Hotels,Tours&Flights)

دسته‌بندی شغلی

گردشگری
موقعیت مکانی

تهران ، تهران
نوع همکاری

تمام وقت
حداقل سابقه کار

سه تا شش سال
حقوق

توافقی

شرح موقعیت شغلی

Job Description

International Support Manager (Hotels, Tours & Flights) is responsible for leading and overseeing the performance of the flight, hotel, and tour support teams, ensuring high-quality service delivery, optimizing operational processes and KPIs, and supporting strategic decision-making for senior management. This role is critical in enhancing customer satisfaction, improving team productivity, and elevating the overall service experience.

Key Responsibilities

· Lead and supervise team leaders and staff within the foreign products support team (flights, hotels, and tours).

· Ensure achievement of contact center KPIs and IPF, and provide regular reports to senior management.

· Manage critical situations during periods of high volume and increased workload.

· Identify and resolve operational and process-related issues affecting service quality and customer experience.

· Plan and oversee training and professional development programs for team leaders and

· Review and optimize processes to reduce SLA response times and improve operational efficiency.

· Address financial discrepancies related to customer support and implement corrective measures.

· Collaborate with external stakeholders such as airlines, hotels, and GDS providers to ensure smooth and efficient operations.

· Participate in recruitment interviews and performance evaluations for team members.

· Represent the team in cross-functional meetings and communicate needs and challenges to senior management.

· Foster a culture of feedback, succession planning, and team development.

· Monitor adherence to established processes and coordinate with other units to address operational needs and ongoing projects.

· Ensure the team remains updated on internal policies, guidelines, and process changes.

Requirements

· Minimum of 5 years’ experience in managing a customer support team , with a proven track record in KPI management.

· Experience in managing international flight customer support is considered an advantage

· Education: Bachelor’s degree, preferably in Tourism Management, Industrial Engineering, or English Language.

· Proficiency with reporting and ticketing tools.

· Advanced Excel skills and ability to analyze operational data.

· Strong leadership and team-building skills.

· Excellent communication and negotiation skills.

· Ability to provide constructive feedback effectively.

· High emotional intelligence, empathy, and accountability.

· Creativity and a continuous improvement mindset.

· Empowered to make decisions related to staff performance, promotions, scheduling, and team presence.

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معرفی شرکت

شرکت سفرهای علی‌بابا، یک جمع بزرگ بیش از 800 نفری از افرادی حرفه‌ای و تاثیرگذار است که در جایگاه رهبر بازار گردشگری ایران، با ارائه همه خدمات سفر به‌شکل آنلاین، همسفر مسافران می‌شود. تلاش همه علی‌بابایی‌ها این است که با توانمندسازی جامعه، دسترسی به تجربه شایسته سفر را برای همه ممکن کنند. اینجا هر روز برای ما «روز اول» است و فرصتی برای رشد و یادگیری. در واقع هیچ سقف و محدودیتی برای خودمان قائل نیستیم و علی‌بابا را یک کوه بدون قله می‌بینیم.