Customer Service Supervisor
Job Description
<strong>Deluxe Holiday Homes</strong> is seeking a highly motivated and experienced <strong>Customer Service Supervisor</strong> to join our Customer Care department. As a Customer Service Supervisor, you will play a crucial role in ensuring our guests have an exceptional experience throughout their stay. You shall be supervising a team of 15+ customer service agents.<p><br></p><strong>Responsibilities:</strong><p><br></p><ul><li>Manage a team of customer service representatives, providing guidance, support, and training as needed</li><li>Oversee the day-to-day operations of the Customer Care department, ensuring all inquiries and issues are resolved in a timely and satisfactory manner</li><li>Monitor and evaluate customer service performance, identifying areas for improvement and implementing necessary changes</li><li>Develop and maintain customer service standards, policies, and procedures</li><li>Collaborate with other departments to ensure seamless communication and coordination</li><li>Handle escalated customer complaints and provide effective solutions</li><li>Maintain accurate records of customer interactions and transactions</li><li>Stay up-to-date with industry trends and best practices in customer service</li><li>Conduct regular team meetings and performance evaluations</li><li>Assist in the recruitment and onboarding of new customer service representatives</li><li>Implement training programs to enhance the skills and knowledge of the customer service team</li><li>Ensure compliance with company policies and procedures</li><li>Collaborate with the sales and marketing teams to identify opportunities for upselling and cross-selling</li><li>Prepare reports on customer service metrics and present findings to senior management</li><li>Manage customer service budgets and expenses</li><li>Develop and implement strategies to improve customer satisfaction and loyalty</li><li>Handle complex and high-value customer accounts</li><li>Resolve customer escalations and negotiate resolutions</li><li>Monitor customer feedback and implement improvements based on feedback</li><li>Stay updated on industry trends and competitor activities</li><li>Collaborate with the product development team to provide customer insights and feedback</li><li>Ensure compliance with data protection and privacy regulations</li><li>Lead and participate in customer service improvement projects</li><li>Stay updated on customer service technologies and implement relevant tools and systems</li></ul><p><br></p><strong>Benefits</strong><p><br></p><ul><li>Competitive Salary Package;</li><li>Medical Insurance Plan;</li><li>Annual Air Ticket Allowance;</li><li>A great working environment;</li><li>Company-provided laptop and SIM card;</li><li>Comprehensive training and support;</li><li>Minimum 2 years of supervisory experience in a similar sector.</li><li>Excellent leadership and communication skills</li><li>Strong problem-solving and decision-making abilities</li><li>Ability to work well under pressure and handle challenging situations</li><li>Proficiency in customer service software and CRM systems</li><li>Flexibility to work evenings, weekends, and holidays as needed</li><li>Highly organized with excellent time management skills</li><li>Ability to motivate and inspire a team</li><li>Knowledge of the hospitality industry is a plus</li></ul>
