Club Services Team Leader (Arabic Speaking)
About this position
Responsibilities
• Lead, mentor, and motivate team members to ensure productivity and excellence in customer service delivery.
• Provide guidance, support, and ongoing training to team members to enhance their skills and performance.
• Foster a positive and collaborative team environment that encourages open communication and teamwork.
• Oversee the provision of high-quality customer service to Club Points Owners through multiple communication channels, including phone, email, and chat.
• Monitor Owner interactions to ensure adherence to service standards and policies.
• Address escalated inquiries or complaints promptly and effectively, striving for satisfactory resolutions.
• Ensure that Club Points and other reservations are handled efficiently and accurately by the team.
• Coordinate with relevant departments to facilitate seamless reservation processes and resolve any issues or discrepancies.
• Establish and maintain an excellent working relationship with exchange companies, alliance partners, Minor Hotels and other MINOR departments.
• Coach team members effectively in encouraging Club Points Owners to utilize their points and booking of Club Resorts.
• Generate regular reports on key performance indicators, such as customer satisfaction levels, reservation numbers, and team productivity.
• Use data-driven insights to identify areas for improvement and implement corrective actions as necessary.
Requirements
• Bachelor degree (desirable).
• Excellent in English and Arabic, both written and spoken forms. Other languages an advantage.
• Minimum of 12 (twelve) months experience in a similar environment, preferably in a supervisory role.
• Previous work experience in timeshare, hotel reservations department or hospitality related contact center.
• Excellent computer skills with a good understanding of reservation software systems.
• Strong customer service ethics. Ability to handle one to one difficult situations and complaints from customers.
• The ability to articulate ideas clearly, listen actively, and convey information effectively to inspire and motivate others.
• Making informed decisions, even in challenging situations, by weighing alternatives.