Hồ sơ ứng viên

- Empower the Customer Service and Reception Team. Manage and oversee daily operation of Customer Service team both online (Call Center, Email, Facebook) and offline sections (Welcome Desk)
- Implement CRM and Call Center system for Customer Service team to use.
- Set and maintain Customer Service objectives by monitoring team's performance and analyzing reports on Customer Satisfaction.
- Develop customer service team by recruiting, rostering, training and establishing staff's personal development plans.
- Build framework for performance of staff, Service Level and KPI metrics. Evaluate performance of staffs on a regular basics.
- Focus on staff development through training and other means in order to ensure that the team members career goals are prioritized and aligned with business opportunities.
- Foster and maintain relationship with company's partner and customers. Increase their loyalty.
- Conduct market research and surveys on customer satisfaction, feedback and customer retention (NPS)
- Develop and manage Service Level Agreements (SLA's)
- Handle all complaints, reviews, follow up with customers, and ensure consistency in tone of voice and messaging.
- Work closely with other internal teams - to be the Voice Of the Customer for product roadmap and Customer campaigns.
- Weekly report to BOD and deliver presentations about plans for team direction and development.
- Proactively update Customer Service trends

- Primarily manage Reservation and Customer Service team.
- Carry out supervision for team daily operation including Call Center and other tools of communication (Email, Zendesk platform, Facebook, Trip Advisor) to ensure it runs smoothly.
- Monitor, coach and train all agents from product knowledge to operation process.
- Responsible for setting and managing the customer service roadmap as well as for defining and designing all aspects of process implementation for the division.
- Proactively approach potential OTA (Online Travel Agency) platforms in the market to promote products that the company carries. Develop seasonal campaigns and promotions to drive occupancy and maximize profits for Online Sales Channels.
- Build framework for agent's performance. Set expectations and direction using OKR format. Weekly, Monthly, Quarterly and Annually evaluate agents' performances to ensure target is met and the hero-class service is delivered consistently as trained.
- Train- Efficiently apply internationally used CRM platform (Salesforce) to team's daily procedure to create a strong customer database for the company.
- Instruct and assist agents to resolve product or service complaints in the most professional manner to meet the high quality service which the company affirms to deliver.