Job Title
Customer Support Supervisor
Purpose of the Role
Lead a team responsible for serving as Amadeus product users' point of contact and ensure timely resolution of reported product utilization
difficulties.
In This Role, You'll
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
Customer Support Supervisor
Purpose of the Role
Lead a team responsible for serving as Amadeus product users' point of contact and ensure timely resolution of reported product utilization
difficulties.
In This Role, You'll
- Oversight of direct reports in accordance with the organization's policies and applicable laws
- Motivate, collaborate and encourage high engagement including leading by example
- Personnel related issues, addressing complaints & resolving problems
- Provide mentoring, coaching and technical guidance to team members
- Assist in scheduling training for advancing technical and non-technical needs
- Responsible for any PCB activities such as ADP/time off, performance reviews and contribution to trend analysis for diciplinary action as necessary
- Reinforce proper case handling procedures are followed including high level of quality and appropriate case progression
- Track and monitor unresolved issues in accordance with Support escalation procedures and specifically communication internal and external
- Assist in identifying process and procedure improvements and general areas needing improvement within the department
- Plan, assign and direct work in collaboration with management
- Implement department measures for entire team to achieve daily, weekly, monthly and annual productivity and satisfaction goals including the reporting to provide trends on individuals and team basis
- Responsible to schedule resources in support of our Global follow-the-sun model
- Participate in interviewing and hiring
- Graduate of any four year course.
- At least 2-5 years experience as Team Leader preferred
- Has experience working in a Customer Service. Hospitality industry is a plus
- Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VoC/other related metrics)
- Good communication skills - both written and oral.
- Has experience leading a team.
- Willing to report on-site.
- Can start ASAP.
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Other -
Industries
IT Services and IT Consulting
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