Purpose of the Role
The goal is to provide one brand of customer service. No matter what product the customer is calling for, they receive a warm greeting from Amadeus Hospitality and are consistently handled with the level of professionalism that our customers expect. Your Main Responsibilities:
Manage direct reports in accordance with the organization's policies and applicable laws.
Recruit, interview, hire, on-board/training
Perform Performance appraisal/management, rewarding & disciplining
Career pathing for direct reports
Tactical implementation of global strategies Administrative Duties & Operational Efficiency
Plan, assign and direct work in collaboration with coordinator
Maintain/ensure statistical and operational success of the team; provide strategic growth
Works closely with regional peers and management regarding resource scheduling to ensure continuous coverage.
Identify gaps and regularly improve upon all processes and procedures. Customer Service Excellence
First line escalation management:
Ensures effective management of all incoming escalations to timely resolution by engaging appropriate internal resources and communicating with customers according to expectations.
Proactively communicates with senior leadership, peers, and appropriate teams of the ongoing status of escalations being managed. About the Ideal Candidate
Proven record of client satisfaction and success in Technical/Customer Support environment
Five years of related experience, with one to three years in a managerial role
Strong customer service skills and the ability to define technical issues and solve them in an efficient manner
Strong written and verbal communication skills
Exceptional listening skills and problem solving ability
Excellent time management skills and keen attention to detail
Ability to manage and prioritize tasks
Ability to work within teams to exceed customer expectations
Proven track record of reliability
Possess high level of confidence, desire to succeed, and assertiveness
Ability to remain fact focused in emotional situations
Hospitality knowledge and experience with call centers and/or technical support desired
Responsible for the overall management of the Customer Support team,a primary point of contact for incoming escalations.Responsible for the resources,processes,and technical components needed to ensure cases are fielded professionally and timely.
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