Customer Care Supervisor

Job description

About the role Assist Team Leader in managing the daily operation on all service channels (including phone, live chat and email) and drive excellence in service level Provide advice and support on case handling, giving suggestions to team on the appropriate action to be taken Review and evaluate service quality and effectiveness of the team members Provide solution to the team on handling dispute and compliant To be a trainer in the on-the-job training of new teammates Keeping up to date with new programs and new procedures and being available to provide solution to the team Monitor team productivity and goal attainment especially on monthly quality initiatives Assist with ad-hoc projects and tasks as assigned Ideal Candidate Profile Proven experience in customer service, call centers, luxury brands, or hospitality industry with at least 2 years at supervisory level Strong multitasking and time-management skills in a fast-paced environment Excellent problem-solving abilities and a proactive, can-do attitude Familiar with CRM systems, particularly Salesforce is an advantage In-depth knowledge of local events, trends and city highlights Experience working with international contacts to fulfill reservations or requests A passion for travel, lifestyles experiences, and delivering exceptional service Outstanding communication and customer service skills Fluency in spoken and written English, Cantonese and Mandarin Immediate availability is highly preferred We offer Structured training programs and continuous on-the-job development 5-day work weeks (9am to 6:30pm) Competitive salary package Double Pay Discretionary Bonus Paid annual leave Additional leave such as birthday leave Group medical insurance (including spouse and children, if applicable) Clear career progression opportunities Why Join us A positive, supportive, and encouraging work environment Exciting new challenges every day Competitive salary Regular workplace activities and team engagement We provide attractive remuneration package and fringe benefits for the right candidate. Interested parties please click "Apply Now" to submit your CV with current and expected salary. We are an equal opportunity employer. We value a diversified workplace and applications are welcome from all qualified candidates. The information provided by job applicants will be treated in strictly confidential and used for recruitment-related purposes only.