Customer Care Supervisor

About the role

Assist Team Leader in managing the daily operation on all service channels (including phone, live chat and email) and drive excellence in service level. This role involves providing advice and support on case handling, reviewing and evaluating service quality, and providing solutions on handling disputes and complaints.

Key responsibilities

• Assist Team Leader in managing the daily operation on all service channels (including phone, live chat and email) and drive excellence in service level
• Provide advice and support on case handling, giving suggestions to team on the appropriate action to be taken
• Review and evaluate service quality and effectiveness of the team members
• Provide solution to the team on handling dispute and compliant
• Be a trainer in the on-the-job training of new teammates
• Keep up to date with new programs and new procedures and be available to provide solution to the team
• Monitor team productivity and goal attainment especially on monthly quality initiatives
• Assist with ad-hoc projects and tasks as assigned

About you

• Proven experience in customer service, call centers, luxury brands, or hospitality industry with at least 2 years at supervisory level
• Strong multitasking and time-management skills in a fast-paced environment
• Excellent problem-solving abilities and a proactive, can-do attitude
• Familiar with CRM systems, particularly Salesforce is an advantage
• In-depth knowledge of local events, trends and city highlights
• Experience working with international contacts to fulfill reservations or requests
• A passion for travel, lifestyles experiences, and delivering exceptional service
• Outstanding communication and customer service skills
• Fluency in spoken and written English, Cantonese and Mandarin
• Immediate availability is highly preferred

Benefits

• Structured training programs and continuous on-the-job development
• 5-day work weeks (9am to 6:30pm)
• Competitive salary package with monthly
• Double Pay
• Discretionary Bonus
• Paid annual leave
• Additional leave such as birthday leave
• Group medical insurance (including spouse and children, if applicable)
• Clear career progression opportunities

About us

Aspire Lifestyles is a subsidiary of International SOS, the world's largest premium concierge and affluent service provider. The Aspire Lifestyles delivery model assists companies and some of the world's most premier brands to drive loyalty and create value in their customer portfolios.