Customer Care Supervisor
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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.
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.
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