Customer Service Team Leader (Team Hotel) - Contact Center

Identify & escalate issues to the related teams when out of the scope of this department;
Ensure all cases are solved within required timeframe following the company’s SOPs;
Find issues among members related to productivity and problem- solving;
Accept and process special requests from customers as per SOPs;
Ensure all agents are achieving their daily KPI’s in qualitative metrics;
Report any product error findings to related product/engineering teams.
Manage recurring meetings with team(s) to review performance;
Provide leadership, guidance, and support to the team members
Handle major incidents that cannot be resolved by agents
Monitor scoring KPI statistics;
Manage refreshment & training to agents
Report fraud to the company’s risk team;
Isolate and identify areas of improvement on members performance;
Monitor daily reports from the supervisor
Manage routing and payment method enablement as per available inventory defined by SOPs;
Interface with customers on refunds, providing explanations and processing;

Have knowledge of KPIs metric in CS Contact Center
Demonstrated problem- solving skills, strategic and analytical capabilities
University required.
Good at English both written and spoken
Have 1+ year experienced as Customer Service Team Lead position
Result- oriented, problem solver, analytical skill, and customer- focused
Disciplined and high motivated to motivate and encourage team for improvement

Nice to have

Experience in Tourism/Hospitality/Aviation/Accommodation
Experience in BPO

Laptop, Chế độ bảo hiểm, Du Lịch, Phụ cấp, Chế độ thưởng, Chăm sóc sức khỏe, Tăng lương

Cập nhật gần nhất lúc: 2025-09-11 18:10:02