Customer Service Supervisor (German – English Speaking)

Department Management
- Fully responsible for all operations in customer relation (CR) functions as well
- Recruit, supervise, performance evaluate, training and develop staff/Intern when required.
- To build a strong CR department in maintaining and developing to clients’ satisfaction and relations.

Customer relations responsibilities
- Responsible for handling the 24-hour hotline callings.
- To share 24 hours primary hotline every 2 weekends
- Investigate, provide answers and handle to clients’ complaints received.
- Liaising with other destination offices to resolve hotline calls of clients’ queries, changes, difficulties and complaints.
- Compile a monthly and a yearly Troubles report on all clients’ problems and problem resolutions of the hotline number and the complaints’ email.
- Review all collected clients’ surveys and compile a quarterly Clients Survey report.
- Based on the surveys and report results, propose improve solutions to develop travel quality services of company and client relations, then consult for BOD and relative Departments in improve planning.
- Responsible for direct bookings phone number for the whole booking cycle (receive the booking, ensure payment and organize operation).
- Assist in the communication and dealing with clients visiting the HCM office.
- Supervise and review client information (information folders)
- Supervised and assigned by Direct Manager

• Advanced command of spoken and written German & English ( German is a must)
• Bachelor degree in tourism or foreign languages
• 01 year customer relations experience.
• Good leadership skill and mindset

- Good chance to study and develop career path stably
- Friendly and professional working environment

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