Customer Service Team Leader

QUESS CORP VIETNAM

Thông tin tuyển dụng

1. Nơi làm việc: Hồ Chí Minh
2. Ngành nghề: Dịch vụ khách hàng
3. Cấp bậc: Trưởng nhóm / Giám sát
4. Hình thức làm việc: Làm việc theo ca
5. Mức lương: Thỏa thuận

 

Mô tả công việc

• 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.

Yêu cầu công việc

• 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;

Kỹ năng công việc cần có

Call center Customer Service Lead

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