Supervisor Product Support

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

L1 Supervisor - Customer Support

Based in Bangalore India

Great place to work. Great place to grow.

For people interested in technology and for those with expertise in tourism. We provide multi-skilled, multilingual, cross-functional support to our business partners.

Every day we assist Travel Agencies and Airlines around the world to resolve issues related to the Sabre software and Solutions Portfolio. We analyse problems, recommend corrective actions to Travel Agents and Airline Customers in collaboration with internal teams.

Product & Customer Support is a modern organization focused on customers and building good relations with Sabre business partners. Our employees are a truly global and multicultural team.

If you join us, you ll provide Sabre customers with awesome customer service related to our products and play a key part in building long-lasting relationships with them. This includes responding to customer inquiries, analysing problems, using diagnostic tools, and recommending solutions to customer application questions. We provide product and technical support of Sabre Portfolio of Products via Phone, Call-Back, Chat and Web-Case.

Key Responsibilities:

• Supervise a team of employees providing support for Sabre suite of products in a 24/7 contact center environment.
• Supervises employees who are answering customer inquiries, in a multichannel support setup such as Phone, Callback, Webcase and Email.
• Plans, directs, supervises, and evaluates work flows and coordinates work activities to achieve the volume expected to meet operational requirements.
• Build a culture which includes performance reviews, coaching, counseling, and/or disciplining employees (when applicable).
• Reports, escalates, and follows up on new or recurring product problems with the appropriate department to ensure timely resolution.
• Participates in the development and execution of departmental strategies, policies, and procedures.
• Reports, escalates, and follows up on new or recurring product problems to the appropriate department to ensure resolution.
• Ensures employee and team KPIs are met, planning/coordinating staff activities and participates in the development and execution of departmental strategies and goals, policies and procedures.
• Engages with Customers, Sales teams, 2nd Level teams, HR, and stake holders to ensure products, services and processes are in place to meet customer satisfaction, employee development, in compliance with company policies.
• Provides guidance and direction to subordinates, monitors performance, and provides appropriate feedback to employees.
• Ensures employees are properly trained when old products are upgraded (or) new products are released.
• Capable of leading calls with customers or other vendors as well as providing presentations to internal and external parties around support structure or escalations.
• Ensure employees remain motivated, engaged, empowered, and are informed.
• May make hiring decisions and recommendations and conduct performance appraisals.
• Willing and able to travel, for customers and project related initiatives.

Job Requirements :

• Prior people management/supervisory experience required. Leadership experience in customer support field preferred.
• Knowledge in Global Distribution system including broad understanding in areas of air fares and Agency Debit Memo management preferred.
• Ability to foster and motivate a positive, engaged team environment. Ability to evaluate and coach performance.
• Ability to lead and direct multiple projects simultaneously.
• Effective time-management skills and ability to prioritize.
• Analytical mindset and open to work under pressure with demanding deadlines.
• Proactive attitude and creative thinking.
• Advance computer software skills.
• Excellent verbal and written communication skills in English language.
• Excellent customer service skills .

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