Customer Service Team Leader (English + Working At District 12)

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

Cập nhật gần nhất lúc: 2024-08-05 15:15:03