Overseeing the daily operations of the customer service team, ensuring KPI's and service standards are met.
Supports the developmental needs of team and coaching, mentoring or craft, coach & deliver training programs.
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations & recognizes performance.
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction to improve efficiency and enhance customer satisfaction.
Resolve escalated issues promptly.
Collaborate with sales, product & marketing departments to address customer feedback and improve processes.
Prepare reports on team performance.
Solicits employee feedback and reviews to identify and address employee problems or concerns.
Assists as needed in the interviewing and hiring of employee team members.
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
Proven experience minimum 5 years in customer service or similar leadership role in hotel/tourism industry.
Excellent communication in verbal, written & visual skills.
Strong leadership and team management abilities.
Analytical mindset to interpret data & identify solutions.
Ability to craft, coach & deliver training programs to customer service executives.
Bachelor's degree or diploma in Business, Communications or related field preferred.
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