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- Supervisor - Teleservices
- Position
- Supervisor - Teleservices
- Department
- Contact Center
- Working Location
- Taipa / Cotai
- Post Date
- 08/04/2024
- Requirements
-
• Diploma graduate or above
• Minimum of 2 years working experience as Supervisor or Senior Guest Service Agent of Teleservices Department in Resort or hospitality related industry
• Proficient in the use of Microsoft Office applications such as Microsoft Word and Excel
• Knowledge of Hotel PMS,& PBX System. Experienced in using Task Management System & Call Accounting System will be an advantage
• Experience in using Micros Opera system preferred
• Excellent time management, organization, communication, and customer service skills
• Possess excellent oral and written communications skills
• Read, write, speak and understand English, Mandarin and Cantonese
• Be willing to work any day and any shift including weekends and holidays if required
- Responsibilities
-
• Monitor the activities of Services Agents on shift, ensuring adequate coverage of systems at all times, manage scheduling and meal breaks
• Provide on-the-job training to team members in Teleservices
• Maintain good relationship and ensure efficient communications between all departments
• Disseminate all updated hotel information, issues, promotion and events to the team
• Respond to guest requests to ensure guests receive prompt attention
• Handle guest complaints in the absence of Teleservices Manager / Assistant Manager
• Become conversant with all fire & life safety standards and procedures. Constantly train and review procedures with all team members
• Become fully conversant with all call procedures and ensure all team members are similarly familiar
• Refresh / update hotel or industry related information in Software
• Be aware of weather forecast and inform other operational departments to take necessary action in the event of tropical cyclone or thunderstorm warnings issued
• Handle VIP wake up calls
