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As a Team Leader, you will play a crucial role in ensuring our guests have an exceptional and memorable experience during their stay. You will lead a team of customer service representatives, set high standards for service excellence, and drive the team to meet and exceed customer expectations.
Tasks
- Supervise and mentor a team of customer service representatives.
- Provide clear direction, support, and guidance to team members.
- Foster a positive and collaborative team environment.
- Ensure exceptional customer service by addressing guest inquiries, concerns, and feedback promptly and professionally.
- Handle escalated customer issues effectively and seek resolutions to ensure guest satisfaction.
- Monitor service quality and continuously identify areas for improvement.
- Conduct training sessions for team members to enhance their product knowledge and customer service skills.
- Create individual development plans and provide regular feedback to team members.
- Set performance goals and KPIs for the team and monitor progress.
- Conduct performance reviews and provide constructive feedback.
- Recognize and reward outstanding performance.
- Ensure smooth operation of the customer service desk and related areas.
- Coordinate with other departments to resolve guest issues and requests.
- Maintain accurate records of customer interactions and feedback.
- Communicate effectively with guests, team members, and management.
- Act as a point of contact for guest inquiries and feedback.
- Identify opportunities to enhance the guest experience and recommend improvements to management.
- Implement innovative solutions to meet and exceed guest expectations.
**Requirements**:
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Problem-solving and conflict resolution skills.
- Native in required language
- Fluency in English written and spoken (C1 or C2 level )
- At least 1 year experience as QA, preferably on contact center environment.
- Bachelor's degree in Business, Hospitality, or a related field (preferred).
- Previous experience in customer service or guest relations.
- Knowledge about the company facilities and services (preferred).
**Benefits**:
- Permanent contract.
- Competitive salary + Bonuses.
- Working hours: Monday to Friday from 9h to 18h.
Location
Barcelona (Spain)
