Customer Service Team Leader (Team Hotel) - Contact Center

Mô tả Công việc

• Ensure all agents are achieving their daily KPI’s in qualitative metrics;
• Monitor scoring KPI statistics;
• Isolate and identify areas of improvement on members performance;
• Monitor 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;
• Find issues among members related to productivity and problem-solving;
• Accept and process special requests from customers as per SOPs;
• Interface with customers on 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 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

• University required.
• Good at English both written and spoken
• Have 1+ year experienced as Customer Service Team Lead position
• Have knowledge of KPIs metric in CS Contact Center
• Demonstrated problem-solving skills, strategic and analytical capabilities
• 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 BPO
• Experience in Tourism/Hospitality/Aviation/Accommodation