Supervisor Customer Care H/F Lisbon

Fulltime
Lisbon, Portugal

The Supervisor’s primary purpose is to provide supervisory support for a specific team/account. Provides direction, instructions and guidance to the Team, for achieving a certain goal. An effective leader will know the team members’ strengths, weaknesses and motivations. Also delivers exceptional, high-touch service assisting customers with customized and high level of customer service including but not limited to cases related to the ACCORHOTELS Program. Also acting as an Agent.

Accountabilities

Supervisor Functions
The Supervisor’s primary responsibility is to provide supervisory support for the team:

Real time schedule adherence monitoring and first point of contact during shift hours
First point of contact for escalation management or Level 2
Manage workflow of the team to ensure productivity of the team meets or exceeds standards.
Responsible for providing an end of shift report of service levels & context, team adherence and other summary items
Handle special projects and additional responsibilities as needed

Service Execution
Support client and organizational objectives through all customer touch points to the final fulfillment and follow through on the request.

Meets or exceeds schedule adherence standards to ensure SERVICE LEVELS are achieved.
Meets or exceeds SERVICE QUALITY expectations through Quality Scores, Customer Satisfaction Surveys, and Customer feedback
In conjunction with the team, responsible for meeting client’s needs
The ACCORHOTELS Customer Care Lead will strive to meet or exceed the expectations of the customer by meeting pre-determined call center metrics.
The Lead may be called upon to provide program benefit support

Relationship Building
Directly accountable for repeat utilization through the creation and delivery of memorable customer experiences.
They accomplish this through:

Development and conserve a good relationship with Hotels and Partners
Building strong teams to support a high-level of Customer Service
Understanding and expanding on the stated needs of the customer
Deliver service beyond expectations
Practicing “no is not an option” in their quest to deliver on the customer’s expectations
Ability to work independently and as part of a dynamic team.
Work closely to assist and Support Manager in the supervision role

Business Intelligence
Provides valuable insights regarding the customer experience with the broader program and the Customer Care program, through:

Accurate and complete documentation that feeds our reporting
Active participation in team meetings
Provide any training that team members need
Communicate clear instructions to team members
Prompt escalation of customer or system issues
Participates in feedback and design sessions as requested, and proactively provides feedback through regular team meetings and 1:1 meetings
Contributes to the agent knowledgebase and network
Providing support and knowledge to assist colleagues on difficult cases

Qualifications 

Required bilingual proficiency (spoken): Polish and/or Italian, English
Required experience: Hospitality/Hotel: 5 years; Customer Service: 5 Years; supervisory: 3+ years
High School Diploma or equivalent; Higher Degree in a relevant discipline will be appreciated
Flexibility with schedule including evenings and week-end
Proficient in all standard business tools and applications (Microsoft Office, CRM, browsers, etc.).
Creativity and problem solving are essential in the fulfillment of this role
Strong relationship and people skills are a must
Supervisory experience a plus.
Proven reliability is essential
Flexibility with schedule including evenings and weekends i.e Manager’s absence
Problem solving and decision-making skills, proactive and a good team player

 

Job Features

Job CategoryConcierge, Operations

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