Jobs

Supervisor Lodging Support Services- Vietnamese


Lodging Partner Travel Sdn. Bhd.(EXPEDIA)

Based: Malaysia(Selangor)

Posted on 11 Oct 2017

Job Description

Position Overview:

Provide leadership, training, and development to Lodging Support Services agents. Assist Site Manager with day to day operations of managing SLA’s.

Responsibilities:
 
  • Manage the day to day activities of a team of Lodging Support Services agents
  • Partner with peers and manager to insure departmental metrics are achieved (i.e.  ABR%, Urgent/Future Relo SLA’s, etc.)
  • Manage agent performance including evaluating, monitoring, and tracking performance metrics
  • Effectively communicate, mentor and set goals with Lodging Support Services Manager
  • Maintain a high level of internal customer satisfaction by using professional, positive communication skills
  • Handle escalated customer issues as needed
  • Perform audits on guest relocations, hotel absorptions amounts, and guest  compensation amounts
  • Facilitate regularly scheduled Supervisor led team meetings and agent 1:1’s to set expectations, review performance, set goals, and promote communication
  • Maintain team attendance guidelines; escalate discipline as needed
  • Provide recruiting and training support as needed
  • Provide ongoing feedback, training, and development to team
  • Identify and recommend process improvements as needed
  • Be highly effective in managing multiple projects simultaneously.
  • Calibrate daily with peers, trainer, and manager to ensure consistency in processes and training.
  • Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies.
  • Maintain and promotes excellent client relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers.
  • Other duties as assigned by manager

Requirements:
 
  • Fluent proficiency in Vietnamese Language is required
  • 4+ years of recent supervisory experience, preferably in a call center environment
  • 4+ years of escalated customer service experience
  • Comprehensive leadership background with a focus on team building and quality
  • Excellent written and communication skills a must
  • Very detailed oriented
  • Outstanding customer service skills and phone skills
  • The ability to communicate effectively at all levels from executive management
  • to individual contributor.
  • The ability to work unsupervised and make independent decisions.
  • Strong, proactive follow-up skills and administering of Travel Policies.
  • Credit card processing experience and terminology knowledge highly desired.
  • Excellent research and documentation skills.
  • The ability to multi-task with a high attention to detail.
  • The ability to excel in a fast paced, constant changing environment.
  • Flexibility and willingness to assist where and when needed as directed by management.
  • Reliability is a must.
  • Ability to work ANY shift (weekends, and holidays)
  • Strong computer skills with extensive use of MS Office
     

Company Details

Lodging Partner Travel Sdn. Bhd.(EXPEDIA)


Level 10, The Pinnacle, Persiaran Lagoon, Bandar Sunway

Bandar Sunway

46150 Selangor

Malaysia

http://www.expedia.com.my

Worlds largest online travel company-Expedia. Head quartered at Washington, US has global operations in 30 countries providing online services pertaining to hotel reservation, air ticket booking and leisure activities.