The Walt Disney Company Resort Call Center Supervisor - Full Time in Lantau Island, Hong Kong
5-day week at Hong Kong Disneyland Resort:
When operational and business needs allow, our full time Cast Members / employees will be scheduled two days off per week.
At the Hong Kong Disney Resort, Guests have the opportunity to experience not only our Magical Parks and Resort Hotels, but our service as well. That service begins with their very first phone call. Assisting Guests to create a magical experience just for them is the main role.
Conduct daily briefing to the team and update Resort Call Center Database information in timely basis to ensure information provided to Guests are accurate, and perform floor management and provide support to the team on daily regular basis
Handle incoming calls as Hosts and Guest comments or complaints escalated from subordinate
Update training materials and conduct training to the new hires and to the team for enhancing the quality of services provided to Guests
Prepare and cross check daily log sheets to ensure data quality, perform case investigation and identify root cause, and escalate to different internal partners for Guest's case handling
Lead the Resort familiarization, team building activities, mentor and mentee tea and snack sessions regularly to enhance communications among team
Ensure the team members are properly groomed, enriched their telephone etiquette, product and procedural knowledge in aim to improve operation efficiency and effectiveness
Conduct quality assurance to transactions and ensure accurate and consistent information delivered to Guests. Host coaching with team members on regular basis to drive performance improvement and deliver positive comments as recognition
Basic Qualifications :
Higher Diploma or above in hospitality or related disciplines
Minimum 3 years related working experience in hospitality or call center field
Excellent command of both spoken and written English, Cantonese and Mandarin
Good interpersonal, organizational and communication skills
Preferred Qualifications :
- Solid experiences as team leader or supervisor at Hotel Call Center or Guest services will be an advantage
Additional Information :
Our Theme Park and Resort Hotels operate 365 days a year. Candidates will need to work shifts according to a roster that is determined by the Company, including shifts on Saturdays, Sundays and Public Holidays.
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Keyword: hotelexp, hkdlaug,bazaarjob
Job ID: 592103BR
Location: Lantau Island,Hong Kong
Job Posting Company: Parks, Experiences and Consumer Products