DIAG

Job Responsibilities

• Manage, coordinate, and assign tasks among team members.
• Oversee and provide on-the-job training for team members regarding products and services.
• Proactively and flexibly collaborate with relevant departments to handle complaints and requests from VIP customers.
• Develop support scripts, FAQs, and operational procedures during work processes.
• Propose innovative improvements and participate in system automation projects to optimize operations.
• Plan and propose service enhancements based on customer needs over specific timeframes.
• Prepare periodic or ad-hoc reports as requested by the Head of Department or company management.
• Support other tasks as assigned by the Head of Department.

Candidate Requirements

• Proficient in English communication.
• Experienced in Premium Services (e.g., Fine Dining, Airport Services, Leisure Travel, Hotels, Spas, Golf).
• Familiar with SLA, CSAT, DSAT, FCR, AHT metrics and knowledgeable in performance improvement strategies.
• Experienced in quality control for call center services.
• Preference given to candidates with 3+ years of experience in Tourism, Hospitality, or Banking sectors.
• Clear and articulate speech; no lisp, stuttering, or strong regional accent.
• Ability to understand customer psychology and handle VIP customer situations flexibly and sensitively.
• Highly responsible, able to work under pressure.
• Strong desire for growth and long-term commitment to the company.