Bilingual Customer Service Team Lead
2 weeks ago
Essential Functions:
- Assisting as a liaison for our Latin Americas hotels for Shared Services.
- Communicates goals, best practices, objectives and deadlines to team members to support performance standards for average speed of answer, request resolution time, quality of service, and other metric goals.
- Motivates team members by leading rewards and recognition activities.
- Assesses and positively impacts employee performance through coaching and mentoring.
- Frequently and actively monitors guest interactions to ensure all service expectations are met.
- Demonstrates exceptional customer service skills while handling guest requests via phone, email, and other methods.
- Assist with training newly hired and tenured colleagues.
- Assists with Factura deadlines and communication with our Latin America hotels.
- Assisting Senior Agents with approval requests, tax exemptions, outstanding cases, and other duties as needed.
- Assist Customer Service Agents with escalated guest concerns and advanced research.
- Support customer service leadership team with cost-saving and other service enhancement strategies.
- Monitor and enforce assigned schedules for customer service colleagues to maximize service levels.
- Review and utilize information from performance reporting to coach colleagues and drive overall department performance.
- Participate in and assist with performance review meetings, check-in conversations, and team meetings as needed.
- Assist with interviewing, hiring, and other onboarding activities for newly hired customer service colleagues as needed.
- Collaborate with IT, customer service leadership, HR, and other teams to ensure customer service colleagues have necessary tools and technology to provide exceptional service and support for all guest requests.
- Participation in employee events, onsite meetings, hotel visits and industry conferences is expected.
- Other duties as may be assigned by supervisors.
- Work well with others at a variety of levels within the organization.
Qualifications
Qualifications:
- Ability to read, write, and speak in fluent Spanish.
- Demonstrates high level of customer focus at all times, leads by example for customer service teams.
- Able to support and demonstrate usage of multiple pc-based applications and other technology.
- Effective written and oral communication skills, including ability to deliver effective one-on-one coaching, and deliver presentations online and in-person in both English and Spanish.
- Strong attention to detail and organizational skills.
- Knowledge of hotel operations a plus.
- Minimum 3+ years customer service experience.
- Proven experience supporting and delivering a high level of performance in a complex customer service department.
- Experience monitoring schedule adherence and schedule compliance for a group of 10+ people preferred.
- Demonstrated effectiveness giving real-time feedback and handling escalated guest requests.
- Associate's degree or equivalent work experience.
- Familiarity with Microsoft Office suite.
- Hands-on experience with Service Now and Opera a plus.
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