Customer Service Team Leader

QUESS CORP VIETNAM

Recruitment Information

1. Work location: Ho Chi Minh
2. Industry: Customer Service
3. Job level: Team Leader / Supervisor
4. Job type: Shift
5. Salary: Negotiable

 

Job description

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

Job Requirement

• Fluency in English ( Speaking, listening, writing and reading) - working 100% English.
• Associates Degree/Equivalent Job Experience required;
• 2 year minimum supervising/leading a team of 15 or more people, in a call center/contact center; environment. MUST have prior call center supervisory experience;
• Experience in a high-growth organization strongly preferred;

Required Job Skills

Call center Customer Service Lead

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