Customer Service Agent supporting hotel guests with inquiries, bookings, changes, and cancellations. Identifying upgrades and promotions while delivering contact - center services for hospitality brands.
About the role
- Customer Support Team Lead focusing on coaching and performance improvement in a remote environment. Engaging with agents to enhance customer support operations and achieving team goals.
Responsibilities
- Closely monitoring agent performance
- Providing frequent coaching to agents based QA feedback
- Occasionally handling angry customer escalations
- Ensure schedule adherence by agents
- Maintaining coaching logs and providing regular written feedback to agents
- Comfortably navigate our support environment
- Listen to team members’ feedback and resolve any challenges or conflicts
- Initiate consequence management steps in the case of low-performing team members
- Delegate tasks to high potential team members
- Suggest and lead team building activities for team motivation
Requirements
- 2+ years of coaching experience
- 2+ years of people management experience
- 2+ years of customer support experience
- Experience leading customer support teams, driving performance, engagement, and accountability
- Strong foundation in delivering exceptional customer service and resolving complex customer issues
Benefits
- Fully remote position
- Steady power and internet connection
- Minimum 15Mbps wired internet connection
- Minimum i5 processor or equivalent
- Minimum 12GB Ram
- Quiet working environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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