Responsibilities

  • Oversee and supervise a team of agents.
  • Assist in developing and streamlining procedures
  • Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
  • Provide quality service to both internal and external customers – on and off-line.
  • Assist agents with customer interaction on situations requiring special handling – take customer calls.
  • Ensure open flow of communication between agents, supervisors and management.
  • Ensure uniform understanding and adherence to policies, procedures and company programs.
  • Supervise and monitor agent attendance, performance and productivity
  • Prepare and ensure accuracy of reports.
  • Ensure agents are continuously kept abreast of operational changes.
  • Conduct employee briefings and meetings.
  • Assure service level standards are met.
  • Monitor system performance and initiate actions to correct system problems.
  • Conduct agent observation and provide feedback.
  • Assist in the development and tracking of employee incentive programs.
  • Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
  • Perform other duties as assigned.

Requirements

  • An assertive, well-organized self-starter with demonstrated sales experience 
  • Management experience in sales or on line retail desirable
  • A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems 
  • A detail-oriented professional with exceptional written and verbal communication skills 
  • Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly
  • Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service  
  • Demonstrate behaviors that support high quality standards
  • Recognize trends and escalate information as appropriate
  • Problem solving skills; linear and troubleshooting
  • Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
  • Proven track record of success to motive sales/service professionals and exceed performance metrics
  • Present information effectively and persuasively across various communication channels
  • Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo.
  • Tolerate stressful situations well
  • Project a positive and professional image
  • Extrovert with high level of energy/team player – thrives on working in a fast changing / fast moving environment
  • Used to work independently as part of a global/virtual team – managed a program supporting a global account
  • Industry knowledge in the travel /e-commerce industry / having travelled frequently of benefit
  • Comfortable working as part of a start-up team
  • Experience in providing services to Chinese/Japanese customers – having managed Chinese/Japanese Teams
  • College/Associates Degree or Bachelor’s Degree in related field (preferred)
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