Customer Service Supervisor – Travel Account

Stark Asia Solutions Inc.

₦851.8-993.8K[Monthly]
On-site - Cebu3-5 Yrs ExpBachelorFull-time
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Job Description

Description

We are seeking an experienced and motivated Customer Service Supervisor to lead a team supporting a travel account in an international BPO voice environment. The ideal candidate has a strong background in managing customer service operations, a passion for delivering excellent client experiences, and a proven ability to lead high-performing teams.

Key Responsibilities:

  • Supervise and manage daily operations of a customer service team handling travel-related inquiries and concerns
  • Monitor team performance against key metrics (AHT, CSAT, quality, adherence) and implement improvement plans as needed
  • Provide coaching, guidance, and feedback to team members to drive engagement and performance
  • Handle escalated customer issues and ensure timely resolution in line with service standards
  • Conduct regular team meetings, performance reviews, and training refreshers
  • Analyze reports and performance metrics to identify trends and opportunities for process improvement
  • Collaborate with internal departments and clients to align on business objectives and service expectations
  • Lead initiatives that enhance customer satisfaction and operational efficiency
  • Maintain documentation and reports related to performance, coaching, and operations

Requirements

Qualifications:

  • Minimum of 2 years’ experience in a supervisory or team lead role in a BPO international voice setup
  • Experience in the travel or telecommunications line of business preferred
  • Strong leadership, communication, and interpersonal skills
  • Excellent problem-solving and decision-making capabilities
  • Proficiency in data analysis, reporting, and interpreting performance metrics
  • Demonstrated success in implementing process improvements and driving operational best practices
  • Customer-focused mindset with a commitment to delivering high-quality service
  • Ability to thrive in a fast-paced, results-driven environment
English LanguageCustomer ServiceCall CentrePeople Skills
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Jerome Barrameda

HR asscociateStark Asia Solutions Inc.

Reply Today 1 Time

Working Location

Cebu City. Cebu City, 6000 Cebu, Philippines

Posted on 05 June 2025

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