استخدام Senior Call Center Supervisor
شرح موقعیت شغلی
Snapptrip is a subsidiaries of Snapp Group, the largest Internet services company in the Middle East. Snapptrip operates in the field of online travel services (hotel and ticket). We are ambitious, passionate and excited about pushing the boundaries of the travel industry to new frontiers in order to become the first choice of every traveler in Iran. By joining the Snapptrip team, you will have the opportunity to:
• Work alongside members who are highly educated and well-experienced (with both domestic and international experience and background)
• Experience a dynamic and learning environment with lots of potential for professional development and growth, while adapting and learning international best practices
Position Summary:
This position is responsible for customer service through various transaction types (e.g. inbound and outbound calls, chat, email, etc.) in field of travel tickets (Fight, Bus, Train). This position is responsible for supporting frontline (customer facing) associates by handling calls, escalations, team supervision and other related duties
Overall Responsibilities:
• Work alongside members who are highly educated and well-experienced (with both domestic and international experience and background)
• Experience a dynamic and learning environment with lots of potential for professional development and growth, while adapting and learning international best practices
Position Summary:
This position is responsible for customer service through various transaction types (e.g. inbound and outbound calls, chat, email, etc.) in field of travel tickets (Fight, Bus, Train). This position is responsible for supporting frontline (customer facing) associates by handling calls, escalations, team supervision and other related duties
Overall Responsibilities:
- Oversee and supervise a team of agents.
- Attend required training session for new information and training updates.
- Acquire and transfer to the team the knowledge of all tools and associated workflow processes. • 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.
- 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
- 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.
- Interview and onboarding new employees.
Job Requirements:
- Minimum bachelor’s Degree
- Having experience in OTA and travel agencies is a big plus
- An assertive, well-organized self-starter with demonstrated customer service experience
- Minimum 3 years of supervision experience in call center
- A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems
- A detail-oriented professional with good written and verbal communication skills
- Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service
- Recognize trends and escalate information as appropriate
- Problem solving skills and troubleshooting
- Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied
- Exceptional presentation skills
- Tolerate stressful situations well
- Ideal Age: 26-32
مهارتهای مورد نیاز
- call center
- ارتباط با مشتریان و پشتیبانی
- پشتیبانی
حداقل سابقه کار
- سه تا شش سال
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- معافیت دائم پایان خدمت