Customer Care Team Leader

Letsferry.com is a leader in the online search and reservation of ferry tickets. Established in June 2015, we provide trusted services with high quality standards. Since then we have been rapidly expanding, serving customers throughout the world. We strive to provide reliable and fast service, while focusing in customer satisfaction.

For our offices in Piraeus we are looking for a customer care team leader to provide guidance to our fast growing customer care team. The successful candidate will be responsible to work with a team of 3-5 agents who operate in rotation including weekends. As a Team Leader you will need to contribute to creating a healthy inclusive team environment and ensure an excellent customer experience.

Your duties will include:

  • Scheduling shifts
  • Guiding the team and providing answers and feedback
  • Communicating with ferry operators and partners to support customers’ needs
  • Monitoring incoming volumes and backlog during the shift and reallocating resources if necessary
  • Addressing customer issues and complaints, taking ownership of escalations and following problems through to resolution
  • Monitoring technical issues and possible improvements to the management team
  • Contributing to Support internal knowledge base

Skills/ Qualifications:

  • Bachelor or equivalent degree preferably in Τοurism/ Ηospitality related area
  • Proven experience of successfully leading a support team for at least 1 year
  • Familiarity with customer service tools and CRM systems
  • Excellent communication in Greek and English both oral and written
  • 1-2 years of working experience in a travel agency
  • Knowledge of the Liknoss Open Seas ticketing system (Forth CRS)
  • Excellent customer oriented skills
  • Computer literacy
  • French/ German/ Spanish/ Italian language will be considered an asset