Key Responsibilities:

• Leadership and Supervision:
• Lead, mentor, and motivate team members to ensure productivity and excellence in customer service delivery.
• Provide guidance, support, and ongoing training to team members to enhance their skills and performance.
• Foster a positive and collaborative team environment that encourages open communication and teamwork.
• Customer Service Excellence:
• Oversee the provision of high-quality customer service to Club Points
• Owners through multiple communication channels, including phone, email, and chat.
• Monitor Owner interactions to ensure adherence to service standards and policies.
• Address escalated Owner inquiries or complaints promptly and effectively, striving for satisfactory resolutions.
• Reservation assistance:
• Ensure that Club Points and other reservations are handled efficiently and accurately by the team.
• Coordinate with relevant departments to facilitate seamless reservation processes and resolve any issues or discrepancies.
• Interdepartmental and Partners Coordination: Establish and maintain an excellent working relationship with Exchange companies, alliance partners, Anantara Resorts and other MINOR departments.
• Encourage Points Use and use of Club Resorts: To coach team members effectively in encouraging Club Points Owners to utilize their points and booking of Club Resorts.
• Performance Monitoring and Reporting:
• Generate regular reports on key performance indicators, such as customer satisfaction levels, reservation numbers, and team productivity.
• Use data-driven insights to identify areas for improvement and implement corrective actions as necessary.

Qualifications:

• Bachelor's degree (desirable)
• Excellent in Arabic and English languages both written and spoken forms. Other languages an advantage
• Minimum of 12 (twelve) months experience in a similar environment, preferably in a supervisory role.
• Previous work experience in a timeshare, hotel reservations department or hospitality related call center
• Excellent computer skills with a good understand of reservation software systems.
• Strong customer service ethic. Ability to deal and handle one to one difficult and complaint situations with customers.
• The ability to articulate ideas clearly, listen actively, and convey information effectively to inspire and motivate others.
• Making informed decisions, even in challenging situations, by weighing alternatives, assessing risks, and considering the impact on the team and organization.
• Emotional Intelligence: Understanding and managing one's emotions and the emotions of others to build strong relationships, resolve conflicts, and foster collaboration.
• Highly developed interpersonal skills including the ability to coach people and develop a team culture (essential).
• Team member with strong work ethics, flexible in approach and supportive of others (essential).