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Job Description
- Supervise the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Discuss job performance problems with employees to identify causes, and to work on resolving problems.
- Coach the employee for the low performance outcome by the suitable tools like monitoring, shadowing and training.
- Send report to the direct manager for the team performance.
- Calculate the KPIs for the team and evaluate the strength and weakness for the team.
Job Requirements
- Bachelor degree.
- Minimum experience not less than 1 years with Amadeus or Sabre
- Minimum experience not less than 1 year as a Contact Center Team Leader position.
- Males Only.
- Maximum Age 35 years old.
- Excellent English Speaker is a must.
