Local Service Leader Middle East and Africa

3 hours, 8 minutes ago
Full-time
Lead
Customer and Technical Support
RateHawk

RateHawk

RateHawk specializes in providing a comprehensive B2B hotel booking platform that offers hotel reservations, air tickets, transfers, and car rentals for tour operators and corporate clients, featuring over 2.6 million hotels worldwide and multilingual ...

Consumer Services
51-250
Founded 2016

Description

  • Lead and coach Local Service Specialists and Service Managers through workload planning, one-on-ones, feedback, and development initiatives.
  • Monitor staffing, phone-line performance, service quality, and SLA compliance.
  • Own escalation processes and personally handle sensitive or critical customer cases.
  • Track regional KPIs including SLA, CSAT, NPS, FCR, AHT, and lost calls.
  • Prepare weekly and monthly performance reports and translate insights into operational improvements.
  • Manage relationships with key accounts, understand their service needs, and represent regional support.
  • Collect market feedback and coordinate with other departments on service improvements.
  • Ensure customer communications follow RateHawk’s friendly, confident, and detail-oriented tone.
  • Support process design, optimization, and service standardization across the team.

Requirements

  • Experience in the travel industry or B2B service operations.
  • Experience leading teams and cross-functional initiatives.
  • Strong communication, coaching, mentoring, and performance-review skills.
  • Strong analytical and problem-solving abilities focused on building sustainable processes.
  • Experience designing, optimizing, and standardizing operational processes.
  • A collaborative, feedback-oriented, and continuous-improvement mindset.
  • Experience with hiring, budgeting, and resource planning.
  • Arabic language knowledge is preferred.

Benefits

  • Fully remote work from home.
  • Base salary plus bonus.
  • Professional development through seminars, training, and conferences.
  • Corporate discounts on hotels and other services.
  • Opportunities to work on challenging projects and develop professionally.
  • Collaborative team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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