Supervisor Customer Service Team for Japan

About Kuoni Tumlare At Kuoni Tumlare, we deliver truly inspiring and innovative solutions and experiences that create value both for our Partners and Society at large. Our wide portfolio of products and solutions is built on 100+ years of destination management experience. Our solutions include series tours, technical visits, educational tours, Japanspecialist travel consulting, as well as meetings, incentives, conferences, and exhibitions. Our product portfolio includes MyBus excursions at destinations as well as guaranteed departure tours devised and delivered by our Seat-in-Coach specialists, Europamundo (EMV) and MyBus Landcruise. We cater to a wide range of customer needs in close collaboration with our trusted suppliers and powered by our team of destinations experts - enabling us to make a real difference to the world. About the Business Our Destination Management services form the core of our business. Together with our destination experts, our sales and account management teams generate business by partnering with our customers (Tour Operators, Travel Agencies) to shape exciting itineraries suited to their traveler’s needs. We take care of everything from ground support, hotel bookings, sightseeing, restaurants, and local guides; all while providing 24/7 customer support so that travelers from over 50 countries can enjoy memorable travel experiences worry free. About the Role Our Customer Service Supervisor is responsible for overseeing and leading the Customer Service (CS) team dedicated with delivering exceptional service to customers from Japan travelling into Switzerland. It is a crucial role in the operational management of the CS department, ensuring that quality standards and customer satisfaction goals are met, if not exceeded. The role involves being a leader capable of motivating, training, and guiding the team members to optimize their performance and maintain a high level of service. Additionally, the role holder will be responsible for managing employee HR-related and operations tasks, organizing staff training and developing relationships with clients. Ideally a motivated leader who is eager to strive for the best customer experience and willing to always expand their knowledge of the travel industry. Key Activities The customer service supervisors’ responsibilities include scheduling, task allocation, and workflow management within the team. The role holder intervenes in solving complex problems, providing support and solutions to delicate situations encountered by their team members. The person is also involved in evaluating individual and collective performances while offering constructive feedback and training to enhance your team's skills and knowledge. The role also involves close communication with other departments to ensure consistency in processes and information shared with customers. It is important that company policies and procedures are kept up-to-date while remaining flexible to adapt to the changing needs of both customers and the company. In summary, our Customer Service Supervisor embodies the essential link between the company and its customers, ensuring that each interaction is a positive and satisfying experience for both parties. Ad-hoc tasks • Supervise daily operations of the Customer Service Team Japan • Manage staff to ensure high-quality customer service • Manage and operate Premium Ad-hoc tours with fully attention and quality / Handle normal ad-hoc tours according to the given internal guideline • Check itineraries in details to make sure clear feasibility in timing and routing, while ensuring that service code/suppliers and conditions are correct and available, depending on each seasonality • Conduct appropriate selection of suppliers suitable for the tour grade in qual