GHA DISCOVERY Customer Care Supervisor

Job Title: GHA DISCOVERY Customer Care Supervisor

Department: GHA DISCOVERY Customer Care Support

Reports to: GHA DISCOVERY Customer Care Manager

Location: Dubai, Head Office

Position Summary

The GHA DISCOVERY Customer Care Supervisor (DCCS) is the first line of escalation for GHA DISCOVERY Customer Care Support Agents (DCCSA) and will need to understand processes, systems to ensure effective problem resolution. This role will also, at times, be responsible for handling inquiries (email, online claims, phone, chat, etc.), resolving problems, and providing instructions or information to satisfy the needs of the guests and GHA member hotels.

This role will interface with both internal and external customers. This role's goal is to ensure complete customer (internal and external) satisfaction by ensuring the issues are handed in a courteous, timely, professional, and efficient manner, and by utilizing DISCOVERY standard processes, sales, and service skills. This will either be accomplished directly or through the GHA DISCOVERY Customer Care Support Agents that the Supervisor oversees.

Main Duties

  • Supervise GHA DISCOVERY Customer Care Support team with frequent interactions including or daily checks and monitoring against KPIs and floor operations

  • Monitor attendance and policy adherence for assigned groups and prepare the initial disciplinary actions to change associate's pattern of behaviour; predefined monitor break and lunch schedules to ensure staffing levels are always maintained in the absence of scheduling; prepare and manage the duty roster.

  • Meet one-on-one with each associate to provide performance feedback on call flow, policies, procedures, customer service techniques, productivity reports, Quality Assurance Surveys, tickets, etc.

  • Create, maintain, and provide analysis of department productivity for all tasks.

  • Analyse, summarize, reviews Incidents and out of the box thinker against financial implications.

  • Conduct annual performance appraisal as well as a monthly review of performance against KPIs

  • Assist with training associates on new promotions, procedures, and other items

  • related to the loyalty programme; this may be one-on-one or at a group level.

  • Communicate with the GHA DISCOVERY Customer Care Manager on any behaviours and/or performance issues that have a probability of escalation; conduct appropriate coaching and documentation.

  • Participate in each new hire training class to begin to develop a rapport with new associates.

  • Monitor automated systems and follow up procedures for reporting GHA outages, or other issues.

  • Assist hotels and brands by answering questions and problem solving.

  • Review and updates all reference materials, SOP's (System Operating Procedures), emergency procedures, and information bulletins.

  • Thorough knowledge of the GHA DISCOVERY programme and alternate benefits provided by brands.

  • Manages the tickets raised by Members/brands/hotels in the GHA ticketing system regarding GHA DISCOVERY Loyalty programme– related inquiries/requests.

  • Creates regular checks on Incident replies by GHA DISCOVERY Membership Services Agents to improve the quality.

  • Produces regular recommendations on how to improve processes.

  • Works with the marketing team to recommended offers, targeted campaigns and promotions to achieve sales objectives and assist members.

  • Maintains accurate documentation of related processes, policies, and priorities.

  • May be required to perform other related duties, responsibilities, special projects, and activities which may change or be assigned at any time with or without notice.

Skills & Qualifications

  • College degree or equivalent combination of education and relevant work experience required.

  • Minimum 2-years of hotel, travel, customer service, or call centre experience

  • Proven management/leadership skills with at least 2-years prior supervisory or management experience preferred.

  • Excellent communication and customer service skills in English (verbal and written)

  • Must provide excellent customer service; possessing a friendly approachable demeanour and strong problem-solving skills.

  • Track record of strong decision-making utilizing sound judgment.

  • A proven track record for leadership to include maturity, commitment, professionalism, attitude, performance, discretion, responsibility, and ability to maintain a high level of confidentiality.

  • Excellent analytical and interpersonal skills, including ability to adapt to change.

  • Excellent time management and record-keeping skills

  • Ability to handle multiple projects and priorities while working under pressure, still maintaining close attention to detail, "can-do attitude" and the ability to maintain consistent accuracy; able to troubleshoot while still meeting or exceeding deadlines.

  • Ability to assess issues quickly and accurately, provide resolution or next steps.

  • Ability to accurately and efficiently update/ enter data.

  • Ability to work independently with minimum supervision and with a team both efficiently and effectively as well as exercising judgment to meet deadlines.

  • Ability to prioritize projects and change priorities based on business needs.

  • Experience using Oracle OCIS / PMS

  • Experience using Oracle Service Cloud or other CRM/customer management software is preferred.

  • Computer proficiency to include Microsoft Office and Windows

  • Must be able to maintain a high degree of confidentiality.

  • Conflict resolution skills required.

  • Requires knowledge of working in a multi-cultural environment with international companies, to work with integrity and actively promote ethics and compliance policies across the organisation.

  • Additional languages are a plus (Chinese, Spanish, German, Italian, Thai, Portuguese, Arabic)