Customer Service Team Leader (Travel/OTA Project - Hotel Team)/Chăm Sóc Khách Hàng
Transcosmos Vietnam
Ho Chi Minh City, VN
11 giờ trước
source : Glints

MÔ TẢ CÔNG VIỆC

Ensuring all agents are achieving their daily KPI’s in qualitative metrics

Monitoring scoring KPI statistics

Isolate and identify areas of improvement on members performance

Monitoring daily reports from the supervisor

Provide leadership, guidance, and support to the team members

Manage refreshment & training to agents

Handle major incidents that cannot be resolved by agents

  • Identify & escalate issues to the related teams when out of the scope of this department;
  • Finding issues among members related to productivity and problem-solving

    Accept and process special requests from customers as per SOPs

    Interface with customers on hotel booking, refunds, providing explanations and processing

    Manage recurring meetings with team(s) to review performance

    Manage routing and payment method enablement as per available inventory defined by SOPs

    Ensure all cases are solved within the required timeframe following the company’s SOPs

    Report fraud to the company’s risk team

    Report any product error findings to related product / engineering teams.

    YÊU CẦU CÔNG VIỆC

    Good at English both written and spoken·

    At least 1-year experience working as Customer Service Team Leader in Callcenter

    Have experience with hotels / accommodation is a plus

    Demonstrated problem-solving skills, strategic and analytical capabilities

    Result-oriented, analytical skills, reporting & presentation skills, customer-focused

    Time management

    Proved ability to do staffing and scheduling

    THÔNG TIN KHÁC

    Bằng cấp : Cao đẳng

    Độ tuổi : Không giới hạn tuổi

    Phúc lợi : - Attractive Salary and Benefits- 13th-month salary- Performance bonus twice a year- Performance appraisals every year- Annual health checkup- Compliance fully to Vietnam labor code- Company trip, team-building events

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