Deluxe Holiday Homes is seeking a highly motivated and experienced Customer Service Supervisor to join our Customer Care department. As a Customer Service Supervisor, you will play a crucial role in ensuring our guests have an exceptional experience throughout their stay. You shall be supervising a team of 15+ customer service agents.

Responsibilities:

• Manage a team of customer service representatives, providing guidance, support, and training as needed
• Oversee the day-to-day operations of the Customer Care department, ensuring all inquiries and issues are resolved in a timely and satisfactory manner
• Monitor and evaluate customer service performance, identifying areas for improvement and implementing necessary changes
• Develop and maintain customer service standards, policies, and procedures
• Collaborate with other departments to ensure seamless communication and coordination
• Handle escalated customer complaints and provide effective solutions
• Maintain accurate records of customer interactions and transactions
• Stay up-to-date with industry trends and best practices in customer service
• Conduct regular team meetings and performance evaluations
• Assist in the recruitment and onboarding of new customer service representatives
• Implement training programs to enhance the skills and knowledge of the customer service team
• Ensure compliance with company policies and procedures
• Collaborate with the sales and marketing teams to identify opportunities for upselling and cross-selling
• Prepare reports on customer service metrics and present findings to senior management
• Manage customer service budgets and expenses
• Develop and implement strategies to improve customer satisfaction and loyalty
• Handle complex and high-value customer accounts
• Resolve customer escalations and negotiate resolutions
• Monitor customer feedback and implement improvements based on feedback
• Stay updated on industry trends and competitor activities
• Collaborate with the product development team to provide customer insights and feedback
• Ensure compliance with data protection and privacy regulations
• Lead and participate in customer service improvement projects
• Stay updated on customer service technologies and implement relevant tools and systems

Benefits

• Competitive Salary Package;
• Medical Insurance Plan;

• Annual Air Ticket Allowance;
• A great working environment;

• Company-provided laptop and SIM card;
• Comprehensive training and support;

• Minimum 2 years of supervisory experience in a similar sector.
• Excellent leadership and communication skills

• Strong problem-solving and decision-making abilities
• Ability to work well under pressure and handle challenging situations
• Proficiency in customer service software and CRM systems
• Flexibility to work evenings, weekends, and holidays as needed
• Highly organized with excellent time management skills
• Ability to motivate and inspire a team
• Knowledge of the hospitality industry is a plus

Deluxe Holiday Homes