Call Centre Team Leader

1 day ago

Singapore beBeeCustomerService Full time
Job Description

As a key member of our team, you will be responsible for managing the daily operations of our call centre, ensuring smooth and exceptional customer service. You will oversee all incoming calls from guests and ensure prompt, courteous, and accurate responses to their inquiries, requests, and concerns.

Responsibilities include resolving escalated issues efficiently, providing appropriate solutions to ensure guest satisfaction, and updating and conducting daily handover logs and briefings to provide the latest and updated information to the team. Additionally, you will ensure that the team adheres to company policies, SOPs, and acts according to the company code of conduct or employee handbook.

Key responsibilities also include regularly monitoring and responding to guest inquiries received through email, prioritizing urgent matters, and delegating tasks within the team to ensure efficient handling of emails. Furthermore, you will conduct regular performance evaluations, providing constructive feedback and recognition for accomplishments.

Develop and deliver comprehensive training programs for the One Connect team, focusing on customer service skills, product knowledge, communication techniques, and problem-solving abilities. Ensure that the team is equipped with the necessary skills to provide exceptional service to guests.

Provide new hires with onboarding training to familiarize them with One Connect processes, systems, and customer service expectations. Offer ongoing guidance, coaching, and support to the team to enhance their performance and identify opportunities for improvement.

Monitor and analyze call centre metrics, such as call volume, average handling time, response time, and abandoned rate. Identify trends, implement process improvements, and develop strategies to optimize team performance and exceed service level goals.

Fully aware of emergency procedures and One Connect contingency plans in the event of any system downtime. Liaise with various hotel areas and departments to maintain seamless communication and coordination of guest requests and concerns.

Handle all reservation-related matters, including individual and group bookings, ensuring accurate input of details such as rate codes, room types, guest details, flight information, mode of guarantee, and cancellation policies.

Respond professionally to all incoming and outgoing calls, emails, and messages, and transfer them accurately to the relevant departments.

Assist with other duties assigned by management as required.

Requirements

  • Minimum N-level certification
  • Minimum 5 years' experience with 2 years of supervisory experience in a Call Centre environment, preferably in the hospitality industry
  • Experience in handling escalated calls and resolving customer issues effectively
  • Familiarity with Call Centre metrics and performance management
  • Excellent verbal and written communication skills, with the ability to convey information clearly and concisely
  • Strong customer service orientation, with the ability to handle challenging situations with empathy and professionalism
  • Excellent organizational and multitasking abilities with attention to detail
  • Able to work under stress and fast-paced environment

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