Customer Service Team Leader

QUESS CORP VIETNAM

Recruitment Information

  1. Work location: Ho Chi Minh
  2. Industry: Customer Service
  3. Job level: Team Leader / Supervisor
  4. Job type: Shift
  5. Salary: Negotiable

 

Job description

  • Train, assist, and mentor new employees in the department
  • Provide team leadership to achieve identified performance metrics and targets
  • Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance;
  • In collaboration with HR assist in the recruitment of new reservation agents
  • Translate, implement and enforce company policies, procedures, and priorities
  • Work with workforce management tools and business tools to monitor calls and emails to ensure schedules are achieved
  • Conduct performance appraisals and feedback sessions as needed
  • Delegate identified tasks as appropriate
  • Handle reservations/escalations as needed
  • Assist Operations Manager Customer Service
  • Service hotel partners with process, inventory availability, rates, and special offers
  • Resolve complaints/issues for both hotels and customers
  • Perform quality processes; email, procedures, phone skills.

Job Requirement

  • Fluency in English ( Speaking, listening, writing and reading) - working 100% English.
  • Associates Degree/Equivalent Job Experience required;
  • 2 year minimum supervising/leading a team of 15 or more people, in a call center/contact center; environment. MUST have prior call center supervisory experience;
  • Experience in a high-growth organization strongly preferred;

Required Job Skills

Call center Customer Service Lead