Call Centre Supervisor

To direct and control all activities of the telephone department ensures the hotel achieves its guest experience objectives.

DUTIES AND RESPONSIBILITIES

1. Directs and controls all subordinate Call Centre staff to ensure that all day-to-day operational matters are handled on time and guest expectations are met.

2. Schedules employees working hours to ensure efficient use of human resources. 3. Reports system failures and breakdowns and follows up on repair schedules.

4. Handles and transfers all incoming calls according to the standards and procedures of the hotel.

5. Handles inquiries by providing appropriate information.

6. Assists in locating guests and employees when requested.

7. Ensure that guests expectations are met or exceeded by providing an efficient, friendly and attentive service.

8. Updates telephone guides in the hotel computer system.

9. Handles the hotel wake up and voice mails systems.

10. Takes and forwards messages accurately and in a timely manner.

11. Handles the hotel's paging system.

12. Administer the hotel's billing system for telephone charges.

13. Handles customer complaints if possible or reports them to supervisors.

- Two-month probation period with full salary

- Two days off per week

- Social Insurance contributions based on actual salary

- Seniority bonus policy

- Suncare health insurance

- Employee recognition policy for contributions and performance

- Annual bonuses, gifts, and appreciation programs for holidays and Tet (Lunar New Year)

1. Bachelor's degree in any field.

2. Minimum 2 years of experience in a similar position, preferably in the hospitality business.

3. Proficiency in English and computer literate.

4. Able to work under pressure.

5. Positive approach to customer service.

6. Able to handle telephone systems.