上海招聘

PURPOSE OF POSITION:
1. Handling customer incoming enquiries, bookings etc
2. Team management to ensure working quality
3. Follow up standard operation target
4. Information collection as requested
5. Communication with other departments

KEY ACCOUNTABILITIES:
1. Handling customer incoming enquiries, bookings：
- Independently handling incoming enquiries, bookings, cancellations etc. and also take care the case which required pursuing and forwarding of cases
- Handling complaints as level 1.
- Working with the telephone system, the computer hardware and other technical equipment and systems properly.
- Actively contributing to improving the procedures at the call centre
2. Team Management:
- Lead team of travel consultant, to supervise team member’s working
- Work closely with other team leaders to ensure work smoothly
- Make duty roster according to business needs
- Cooperate with Head of Customer Service to conduct probation check and monthly KPI check
3. Follow up standard operation target:
- Achieving defined targets with quality and quantity.
- Following defined procedures (SOP) in the call centre and actively contributing to improving the procedures at the call centre.
- Taking on additional tasks to ensure the efficiency of operational workflow.
4. Information collection:
- Collecting requested information from customer side if necessary
5. Communication with other departments:
- Communicating with other internal departments or hotels on an ongoing basis
- Supporting colleagues in case of problem
6. Training:
- Participating in training and coaching courses
- Supporting the training of new employees

Qualifications:
- University degree above


Business/Technical Skills:
· Capacity to lead and motivate a team;
· Excellent written and oral communication skill;
· Good understanding of department target, SLA and standards;
· Enthusiasm and ability to work in a team as well as independently;
· Analytical skills;
· Proactive and able to complete tasks within specified deadline; Sense of
· Fluent in English and Mandarin in written and oral;
· At least 1 year relevant experience in a team leading position
· Experience in a hospitality industry is preferable;
· Proven experience in performance management is preferable;
· Coaching experience is preferred.
· Fast learner for new knowledge or system skills

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