Team Lead-Reservation Sales Associate(Fliggy)

Job description

KEY ACCOUNTABILITIES:

职责义务
Sales and Customer Service

· Ensure self and the team to meet the reservation sales target
· Handle customers' verbal feedback and complains by following the process, criteria, and other customer service guideline stated by CCC
· Maintain the highest level of client satisfaction possible through all means, including: attention to detail, follow through, problem solving skills, negotiation skills, etc.
· Coordinate with hotel front desk or reservation department to solve customers’ problems

Team Management

· Continuously drive outstanding team performance result on service quality, sales and productivity through coaching and tailor-made action plans for the team
· Take initiative to provide feedback and suggestion which will support to associates engagement and enhance operation process
· Communicate and cascade down the company’s policy and process properly
· Conduct training or workshop to new joiners to fit in the job
· Assist RSA supervisors in other team management activities, such as scheduling, communication, recognition program, etc
· Being a role model within the team

Operation Support

· Actively participate/ organize associates activities and Brand/ Social events
· Maintain accurate and detailed service quality database

Desired profile

Qualifications :

QUALIFICATION STANDARDS :
任职资格

·  Good communication in English and Mandarin. Native Cantonese is a plus
·  Diploma or above at a recognized university or college
·  At least 4 years customer service experience, with at least 2 years call center experience
·  At least 1 years team management experience
·  Good at MS Office usage, especially for Excel, Word, and Powerpoint