Trưởng Nhóm CSKH ( line tiếng Anh)

- Work with workforce management tools and business tools to monitor calls and emails
- Train, assist, and mentor new employees in the department
- Translate, implement and enforce company policies, procedures, and priorities
- 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
to ensure schedules are achieved
- Perform quality processes; email, procedures, phone skills
- 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

- 1 year minimum supervising/leading a team of 15 or more people, have knowledge a call center/contact center.
- Must be available to work 24/7
- Associates Degree/Equivalent Job Experience required;
- Fluency in English ( Speaking, listening, writing and reading)- working 100% English.
- Experience in a high- growth organization strongly preferred;

Cập nhật gần nhất lúc: 2023-12-10 04:15:19