Call Centre Supervisor/Call Centre Supervisor (Overnight)
Hopewell Hotel (Wanchai) Management Limited
Responsibilities:
Ensure smooth operations of Call Centre services
Familiar and ensure all Call Centre employees are trained and follow appropriate emergency procedures, in case of evacuation, responsible for safety of staff at assembly point
Handle guest concerns regarding product and service dissatisfaction. Provide service recovery and preventive measures to minimize reoccurrence including staff training, update standard operating procedure and disciplinary action
Responsible for communication networking at all times
Ensure the telephone book, list of extension, mobile and other information in PMS is up-to-date
Perform any ad hoc duties as assigned by the superiors
Requirements:
Minimum of 3 years experience in hotel telephone department or related working experiences in customer service which should include line supervision
Fluent spoken and written English, other language is an advantage