(SUPERVISOR) CUSTOMER SERVICE | OFFICE HOURS| SETIA ALAM

Customer Service Supervisor will be responsible for oversee day to day operation of customer service team. Will manage workflow, provide guidance and support to customer service team.

• RESPONSIBILITIES/TASKS:

Managing the customer service support department's day to day fuctions.

• Monitor and analyze customer service data, including customer feedback, complaints to identify areas to improvement and corrective actions.

Develop and implement customer service policies, procedures and standards to ensure consistency and quality.

• Ensure customer service follow the policies and procedures are maintained.

Resolve any complaints or any inquiries from customer in a timely and efficient manner.

• Monitor and evaluate performance customer service team and provide feedback to manager.

Double check no show and dispute one by one listing at booking.com.

• Provide customer service training to new and existing customer service and recommend improvement.

Communicate with booking.com, travel agents and inter- department colleagues on room reservation related matters etc.

• Handle and responding to booking.com message, Email and calls

Ensure all monthly commission invoices from OTA's involved checked and submit for payment

• Collect all VCC Payment from OTA's in timely manner.

Submit monthly assessment report to management (sale, complaint & customer service ).

• Prepare monthly work schedule for customer service team and handle when there is emergency cases

Candidates must speak read and write Bahasa Malaysia as well and speak Fluent English. Must have the right to work in Malaysia.

_Minimum Requirement_

• Minimum

Certificate / Diploma / Degree holders. Age 23 years old - 45 years old.

• Excellent interpersonal, communication and interaction skills

Proven experience in a customer service role, with at least 1-2 years of experience in a supervisory.

• Strong knowledge of customer service principles and best practices.

Pleasant personality with excellent telephone etiquette and admirable behavioral traits.

• Team-oriented and aptitude for problem-solving.

Basic keyboard and computer skills.

• Sound knowledge of computer networking would be an added advantage.

Good spelling, grammar, and comprehension skills

• Fluent in spoken English & Bahasa Malaysia.

Job Type: Permanent

Pay: RM2,

• 00 - RM2,200.00 per month
  
  Benefits:
• Opportunities for promotion

Professional development
Schedule:

• Day shift

Supplemental Pay:

• Attendance bonus

Performance bonus

• Yearly bonus

Ability to commute/relocate:

• Setia Alam: Reliably commute or planning to relocate before starting work (Preferred)

Language:

* English (Preferred)