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Airbnb Italian Customer Experience Team Lead in Cork, Ireland

Voxpro

Description Voxpro is an award winning outsourcing organisation that has been in business since the 1980s and has grown considerably over the years through passionate leadership. We manage over 300 clients from small business right through to various multilingual technical teams for large corporates. To deliver upon our belief system, we build teams of people who share our perspective and passion. Voxpro people are big hearted, curious, passionate about servicing their customers and motivated to make a difference. We are people people and all work together as a large team to achieve the best outcome for our clients. Airbnb was founded is 2008 and based in California helping people book any accommodation around the world. Airbnb connects people to unique travel experiences, at any price, in more than 34,000 cities and 192 countries. Airbnb is a community marketplace that connects people sharing spaces to people looking for a place to stay. Airbnb allows hosts to list their spaces and handles the full booking process including payment processing. This role is to actively manage the on-going day to day activities of Airbnbs French Customer Experience Specialists by providing assistance, training, support, and guidance. The role will also be very focused on prioritising, managing performance of the specialists, allocation of work and leading the team to achieve SLAs and KPIs. Some of these roles will involve taking ownership of, and building strong relationships with the new client. You will be an enthusiastic, passionate and smart leader who knows how motivate and inspire a team. The CX Lead is responsible for managing a team that provides personal and efficient solutions for customer experiences. Responsibilities Lead a team of 15 CX Specialists Ensure employee happiness by creating team connection, communicating direction and goals, providing regular performance feedback and developing members of the team to ensure career growth. Ensure that employee attendance, absence and working hours for the team are logged accurately and liaise with the HR and finance department in relation to payroll and people queries in a timely manner. Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings. Act as primary owner of team workflows (how customer issues are routed and resolved); have a working knowledge of all workflows and train and coach employees to ensure they are followed. Understand the top user issues and make recommendations to improve products and policies; support team in being the voice of the customer to the rest of the company. Stay connected to the customer by spending at least one hour/week working on queries and handling occasional escalated issues. Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals. Skills, experience, qualifications and attributes required: Fluency in French and English is essential. Proven leadership skills with the ability to lead, motivate and develop a team of customer service specialists You will have the ability to facilitate the personal and professional development of your team. Excellent communication and influencing skills with the ability to plan, prioritise and allocate work to achieve and exceed agreed SLAs Effective communication and negotiation skills a priority, you will have a track record of exceeding targets and demonstrated ability to motivate and communicate with others to achieve results. Experienced at delivering high quality results through implementation of best practice customer service. Knowledge of solution design process, procedures and operating models you will also be highly proficient with contact centre technology Strong problem solving skills with the ability to quickly identify key issues and provide effective solutions This is an exciting role where you as a Manager will have the opportunity to create a culture of success and fun working alongside the other CX Leads

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