We Make Dreams Happen!

We are looking for a Team Leader for our Customer Support team. The department is responsible for online customer support and ticket changes for all customers across our markets and brands.


About KILROY

KILROY is a company that specialises in offering products and services, that are tailor made for youth and students. We believe that travelling the world and seeing different cultures makes a better you, and thus, a better world. We are passionate travelers and we have helped backpackers go to all sorts of faraway places since 1946. We combine our wealth of knowledge with your ambitions and aspirations to design the perfect adventure for our customers. We are market leaders in Northern Europe and we operate in Denmark, Belgium, Finland, Iceland, Netherlands, Norway, Poland and Sweden. The Group operates four well-established brands: BENNS, ISIC, Jysk Rejsebureau, and KILROY.

In 2017, the KILROY Group had a joint turnover of DKK 1.7 billion and employed around 400 talented people of which 85 employees are working out of the headquarters located in the heart of Copenhagen. Read more about KILROY here.

 

About the role

We are looking for a Team Leader for our Customer Support team. The department is responsible for online customer support and ticket changes for all customers across markets and brands.

 

You will be responsible for the daily operation and the key tasks include:

  • Motivation and coaching of the team, individual development and training plans
  • Assisting customers with voluntary date and route changes, e.g. booking flights and reissuing tickets
  • Managing involuntary schedule changes and cancellations
  • Ensuring a high level of service to all customers including short response times + precise information at all time
  • Escalation of customer complaints
  • Optimization of work flows and procedures in close cooperation with other departments
  • Planning of work schedules
  • Daily overview regarding workload, tasks and deadlines

 

About you

Preferably, you have experience as a team leader and a good business understanding. You know how to motivate your team and will ensure a high service level. Both efficiency and a high sense of quality are important parameters in your daily work. You are a great communicator and able to find constructive solutions according to our customers’ needs.

 

The ideal candidate should preferably be:

  • experienced with team management and a team player
  • motivational and inspires to high quality performance
  • fluent in English as our corporate language, preferable also in one of the Nordic languages
  • productive and able to get work done properly, consistently and on time
  • solution oriented and able to stay calm when customers are experiencing difficulties
  • customer oriented and able to build trust with customers by acting professionally and friendly
  • flexible and open to change, both in terms of tasks and working hours
  • experienced with GDS booking systems and travel products
  • on top of developments and solutions through innovative thinking

 

Information and application

If you feel motivated by a position in a dynamic and international organization, and are ready to take the lead of a young and highly efficient team, then please submit your application by the 15th of October at the latest.

We are aiming at having a new person in place as quickly as possible which means we will do interviews ongoing during the application period.

Type of employment Tillsvidareanställning
Contract type Full time
Working hours 37 timer
City Copenhagen
Country Denmark
Reference number 2018/147
Contact
  • Pernille Vaupel, +45 33 48 07 17
Published 30.Sep.2018
Last application date 15.Oct.2018 11:59 PM CET

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