Call Center Supervisor (Mandarin - English speaking)

A unique ownership product offering the opportunity for five-star holidays in choice destinations. The vacation lifestyle is yours to explore with Anantara and affiliated destinations, from one exotic locale to the next, for your family today and generations to come.

Key Responsibilities:

• Ensure that all telemarketing executives are efficiently performing phone calls and tracking their respective guests through effective and timely call-backs.
• Take over phone presentations as necessary to assist telemarketing executives in closing packages and confirming information on all packages and guests is accurate.
• Correspond with prospective guests through established email protocol and templates.
• Process the booking process in conjunction with Administration.
• Ensure a superior Guest Experience is provided.
• Ensure the Telemarketing Executive are engaged and perform a minimum of 10 full presentations per day and achieve the package sales objectives.
• Correspond with prospective guests through established email protocols and templates.
• Conduct a short daily briefing with your lead team members by sharing feedback, target, housekeeping etc.
• Conduct and lead Call Center morning briefings by coordinating with related parties.
• Conduct monthly performance reviews for the team and maintain proper documentation.
• Provide coaching to low-performing team members as needed.
• Motivate or empower team to achieve targets or KPIs.

#LI-TP2

• Excellent customer service skills, including but not limited to, active listening, empathizing, problem solving, organized, detail oriented, follow through, and excellent verbal and written communication skills.
• Previous telemarketing service experience preferred.
• Ability to work as a team player, in a personable and positive manner. Able to train and motivate associates to achieve high performance.
• Ability to work quickly and accurately in a high pressure environment. Able to perform well under pressure and respond well to an environment of constant change.
• Fluent in Thai and English/other languages beneficial as well.

By signing below you are verifying you have read all of the above and will comply with all points of the Job Description to the best of your ability.

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