Hotel/ Payment Team Supervisor

• Ensuring all member's and TL are achieving their daily KPI’s in qualitative metrics;
• Monitoring scoring KPI statistics;
• Isolate and identify areas of improvement on member's performance;
• Monitoring daily reports from team leader;
• Provide leadership, guidance and support to the admin staffs;
• Manage refreshment & training to team leaders;
• Handle major incidents that cannot be resolved by agents and team leaders;
• Identify & escalate issues to the related teams when out of the scope of this department;
• Work with operation strategist to reduce technical problems & end to end booking process improvement;
• Finding issues among members which related to productivity and problem-solving;
• Keep abreast of new company products;
• Accept and process special requests from customers as per SOPs;
• Interface with customers on refunds, providing explanations and processing;
• Interface between customers and hotels to resolve any cases arising upon/after check-in;
• Manage recurring meetings with team(s) to review performance;
• Manage routing and payment method enablement as per available inventory defined by SOPs;
• Validate in-house hotel system and analytics. Verify data input by the hotels;
• Ensure all cases are solved within required timeframe following the company’s SOPs;
• Ensure that all hotel providers are running well and escalate any issues to the related parties;
• Report fraud to the company’s risk team;
• Report any product error findings to related product/engineering teams.

• Minimum 4 years’ experience in travel industry and customer support;
• Minimum 2 years’ experience with payment / refund processing;
• Experience as team lead, supervisor, or manager desired;
• Experience with hotel/airline booking-related business a plus;
• Experience managing to performance targets desired;
• A strong understanding of customer service principles;
• Willingness to work in shifts;
• Demonstrated problem-solving skills, strategic and analytical capabilities;
• Result-oriented, problem solver, analytical skill, and customer-focused;
• Disciplined and high motivated to motivate and encourage team for improvement;
• Excellent command of spoken and written English and Vietnamese;
• Minimum of a bachelor degree in relevant field.

- PVI Premium Insurance Healthcare
- Annual leave & Sick leave
- Travel credit

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