We are looking for a Customer Service Team Lead with French/German/Italian + Englis/Spanish to work for our client, a leader in the travel industry and a part of one of the strongest companies in the sector globally. A similar experience of at least 1 year, native level of French, German or Italian, fluent written and spoken level of English/Spanish, availability to work in part time schedule and during weekends are required for this position. As a team lead you will direct daily activities of the call center, providing coaching and training to a team of 8-9 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role. Your main responsibilities will be: -Take incoming inquiries over the phone and email about products and services from owners, agencies, and travelers to maintain subject matter expertise and support service level goals -Act as an information source for agents' questions pertaining to process, policy and work schedules. -Review, organize and delegate daily tasks for team -Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed -Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency -Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed -Communicate solutions, successes, and opportunities to the Supervisor and Manager of customer support -Coordinate training for new hires and existing staff; participate in the delivery of training -Proactively communicate with CS Manager regarding work flow, staffing issues/performance, and customer experience items. -Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support -Inspire and motivate agents; lead by example -Encourage good team morale -Special projects as designated by management