Customer Service Team Leader _ Quận 11 (Tiếng Hàn)

- Translate, implement and enforce company policies, procedures, and priorities
- Work with workforce management tools and business tools to monitor calls and emails
- Provide team leadership to achieve identified performance metrics and targets
- Train, assist, and mentor new employees in the department
- 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
to ensure schedules are achieved
- Delegate identified tasks as appropriate
- Assist Operations Manager Customer Service
- Service hotel partners with process, inventory availability, rates, and special offers
- Conduct performance appraisals and feedback sessions as needed
- Resolve complaints/issues for both hotels and customers
- Handle reservations/escalations as needed
- Perform quality processes; email, procedures, phone skills
* Working time
11:00 AM- 20:00 PM
12:00 PM- 21:00 PM
13:00 PM- 22:00 PM
10:00 AM- 19:00 PM
09:00 AM- 18:00 PM
14:00 PM- 23:00 PM

- Associates Degree/Equivalent Job Experience required;
- 1 year minimum supervising/leading a team of 15 or more people, have knowledge a call center/contact center.
- Experience in a high- growth organization strongly preferred;
- Fluency in English ( Speaking, listening, writing and reading)
- Fluency in Korean toipk 5 ( Speaking, listening, writing and reading)

Cập nhật gần nhất lúc: 2024-03-26 23:05:43