Team Description

Sabre Hospitality Customer Care is a global, 24/7 organization hyper focused on providing value to our customers through effective, productive and seamless support on business issues reported by Sabre Hospitality customers on the use of SynXis products and services. The Customer Care team is a high-performing, multi-language SME team that not only supports customers in the resolution of their important business needs, but does so with very high expectations on accuracy, speed of service and quality interaction, focused on the customers' business model and objectives. The team constantly evolves to the ever-changing landscape of the technology and travel industries, and is a source of continued business contributions and thought leadership. 

We are looking for a smart, dynamic, focused leader to energetically guide, support and develop our team to new heights of customer service excellence, ensuring we continue to deliver top-notch support and satisfaction to our diverse customer base 

Role and Responsibilities

Oversees Customer Care’s global support operation, ensuring the delivery of outstanding customer service and support on Sabre Hospitality products. Supervises representatives that are answering customer inquiries through live and online communication channels. Ensures representatives are properly trained and developed to needed knowledge and process standards, drives individual and team performance, helps build support strategy and participates in special projects focused on technology and innovation. 

• Plan, organize and supervise the effective execution of the support operation, including staffing decisions for standard and irregular operations. 

• Organize new, recurrent and advanced agent training based on knowledge needs and top contact drivers 

• Plan employee development based on skills, performance and market challenges 

• Identify and develop individual and group strengths and weaknesses 

• Monitor for group and individual performance, coaching and counseling 

• Perform regular evaluations and conduct feedback discussions 

• Establish and foment a culture of teamwork and cooperation 

• Resolve Human Resources related issues 

• Responsible for interviewing and hiring new staff 

• Motivate employees and recognize team and individual achievements 

• Is effective in a variety of formal presentation settings: one-on-one, small/large groups, with peers, direct reports, bosses and senior leaders.  

• Ensures that Customer Care related KPIs are met and is responsible for adherence to budget and forecasts 

• Coordinates with Product Management to ensure better customer adoption and raise visibility on customer and product issues 

Job Requirements   

• Advanced level of spoken and written English 
• Prior customer support experience
• Prior people management experience 
• Skilled at employee coaching, motivation and development
• Analytical mindset and open to work under pressure with deadlines 
• Sense of urgency 
• Good computer knowledge of Microsoft systems and other complex systems 
• Excellent communications and interpersonal skills 
• Skilled at priority setting 
• Strong organizational, planning and time management skills  
• Able to work in a matrixed environment supporting other global offices 

Benefits

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children 
• Extra Paid Time Off (5 extra days each year) 
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers) 
• Daily meal allowance
• End of Year Break 
• Life Insurance 
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events