Tour Sales and Customer Care Supervisor

Alibabagroup Tehran

Posted 6 months ago

Job Description

We are looking for an engaged and experienced Sales and Customer Care Supervisor who loves helping people and has enough accuracy to design and improve processes. Job’s main responsibilities will be: - Monitoring and supervising agents who respond to our users via calls / live chat/emails - Developing insightful performance reports and suggesting improvement opportunities - Communicating with the customer, information collection, complaints validity evaluation - Planning to ensure desk is continuously meeting all predefined targets, KPI - Managing quality of work by working with the Customer Service manager, and randomly call - Monitoring to ensure integrity, minimizing errors and track operative performance - Monitor individual performance, identify training needs and revamp working aids related to everyday duties - Ensure the highest readiness maintaining staffing requirements, duties included shift patterns and number of staff needed to meet demand - Answer to customers calls / live chat/emails - Prepares daily/weekly/monthly desk performance reports by collecting, analyzing, and summarizing data and trends - Coaching, motivating and retaining staff - Managing all general planning issues for a project or production

Requirements

- Experience in customer relationship / Tour and Travel / Project management - Familiar with customer satisfaction techniques & CRM standards & Tourism - Ability to work under pressure - Excellent decision making and complex problem solving skills - Excellent interpersonal and communication skills - Excellent computer skills including MS Office software and other related software - Excellent oral and written communication skills in local and English language. - Strong project management skills with focus on discipline in data collection process - English language fluency

Job Category

  • Sales & Customer Service

Employement type:

  • Full Time

Education:

Seniority:

  • Manager

Job Category

  • Sales & Customer Service

Employement type:

  • Full Time

Education:

Seniority:

  • Manager

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