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Job Description
- Oversee and control the efficient handling of customer inquiries/ requests by monitoring all assigned call agents.
- Monitor key performance indicators for customer Support agents and reviews with the Quality Assurance section to control behavioral parameters and operational efficiency.
- Deals with complex/ sophisticated customer inquiries by himself or escalate to Tier 2/ complaint management in order to resolve customer problem/ issue promptly and in an efficient manner.
- Act as first contact for resolution of people management issues.
- Monitor compliance with Flairstech's policies, procedures and guidelines for all contact center services provided by the assigned team
- Ensure the conveying of a positive corporate image and compliance with policies, procedures and guidelines
- Consolidate and submit activity reports and reviews key/ critical issues with superiors
- Provide clear direction, set targets, prioritize tasks and assigns responsibilities for the team.
- Participates in preparation of Staff performance evaluation reports.
- Review quality reports, ensure the section’s KPIs achievement and put action plans accordingly. job requirements
Job Requirements
- Fluent English is a must
- 3-5 years at the same position
Working knowledge Preferred Requirements
- Desire to lead, coach, build and motivate a team of Brand Partnerships Managers.
- Client facing, able to jump in on any client touchpoint to scale the business.
- Experience in a high-volume, fast-paced or start-up environment.
- Experience in managing teams.
- Excellent communication and presentation skills.
- Hotel Management experience is preferred.