昆明招聘

职位描述：
作为直销客户服务主管，将管理团队为直客提供行前咨询、会员权益及预订处理相关业务。候选人需要具备综合能力为客人提供不同类型的业务需求。同时，需要在每日的工作中审核下属的各项表现是否符合皇家标准，针对薄弱环节为下属提供专业的指导并为直属经理提供及时的反馈， 致力于提高整体服务水平。作为团队主管，需要具备出色的沟通能力，做好对内对外的沟通，确保提供及时准确的服务。
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ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. 清晰分配团队内部KPI
2. 致力于更新团队产品及系统操作知识，对团队流程的优化提供有效解决方案
3. 确保团队为客人提供准确的行前预订修改服务、皇家会员服务及行前咨询服务
4. 每日审核团队当日表现，确保到达当年的KPI
5. 及时发现团队薄弱环节，并及时进行相关培训
6. 其他直属经理指派的相关任务
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FINANCIAL RESPONSIBILITIES:
N/A
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QUALIFICATIONS:

? 4年全日制本科学历
? 3年以上旅游行业或呼叫中心工作经验
? 有相关服务类行业主管职位经验者优先
? 出色的中英文沟通能力
? 出色的Microsoft 办公软件使用能力
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KNOWLEDGE AND SKILLS:

? 为人亲切友善，对工作有热情；
? 具备出色的跨部门沟通能力；
? 具备出色的对内对外的电话沟通能力，并能有效地提高团队整体沟通能力的水平，提升品牌形象；
? 在客户服务领域具备丰富的经验，为保障公司利益的前提下，为客人提供最优的解决方案
? 当客户要求更高层出面解决棘手问题时，能够代表公司服务形象提供优质方案
? 具有一定的抗压能力

POSITION SUMMARY:
The qualified candidate will supervise a multifunctional team whose primary responsibility is to respond to Guest concerns, Loyalty Services and service reservations. The ideal candidate will possess the skills to adapt to the various functions that this team is responsible for, and the candidate will assist in the development of the staff by coaching, providing feedback, and monitoring performance on a consistent basis. They will be responsible for meeting team and departmental goals, should be flexible and adapt well to change, and possess strong Customer Service skills. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and leading change management. Ability to communicate in a clear, concise, understandable manner, listens attentively to others, understand material, and provide instructions to team members.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Identify Key Performance Metrics for team members.
2. Recommend to management improvements in product, booking documentation methods, revenue management procedures, service, accounting methods and procedures, etc.
3. Follow up on recommended adjustments to ensure customer satisfaction
4. Coach, develop and monitor team members on a consistent basis
5. Track performance and ensure all departmental goals are met.
6. Motivate team members for success.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
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FINANCIAL RESPONSIBILITIES:
N/A
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QUALIFICATIONS:

? 4-year Bachelor Degree required
? 3 year industry or call center working experience preferred
? Previous coaching or supervisory experience
? Experience in one of the following strongly preferred: customer service call center (inbound or outbound); or web center
? Excellent English Skill
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KNOWLEDGE AND SKILLS:

? Candidate must possess excellent interpersonal skills.
? Must be able to work across departments
? Excellent communications skills, both written and verbal (English & Chinese)
? Candidate must have the necessary skills to develop phone relationships with all customers, internal and external, resolve all challenges efficiently while strengthening our Guest loyalty to the respective brand.
? The candidate must carefully and efficiently evaluate resolution options and display superior customer service soft skills to amicably and positively handle the call to conclusion.
? Candidate must have a high level of competency performing the investigation of guest inquiries and complaints about booking(s), product, service, billing, air arrangements, and/or any pre or post vacation experiences.
? Must demonstrate an ability to handle irate or difficult callers who insist on escalating their call to a higher level.
? Must flexible with their work schedule 举报 分享

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