Customer Support Supervisor (Hybrid, Mexico City)

OpenTable; Ciudad de México; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

OpenTable busca un líder práctico en servicio al cliente. En este rol, serás responsable de construir y desarrollar un equipo, fomentando un ambiente positivo y colaborativo. Se espera que exhibas habilidades excepcionales de gestión del tiempo y resolución de problemas, mientras trabajas con diversos niveles del equipo.

Servicios

Seguro social mexicano (IMSS)

Bono navideño - 30 días

Días de vacaciones - 20 días al año

Licencia por maternidad

Licencia por duelo - 3 días

Licencia por matrimonio - 3 días

Seguro dental y de vida

Seguro médico mayor

Formación

• 2-3 años de experiencia supervisando un call center.
• Éxito demostrado en construir y motivar un equipo.

Responsabilidades

• Construir y desarrollar un equipo de CSR.
• Comunicar eficazmente a diversas audiencias.
• Rendir cuentas por su desempeño y el de su equipo.

Conocimientos

Resolución de problemas

Liderazgo

Comunicación

Descripción del empleo

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and increase revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

OpenTable is looking for a hands-on leader who is technically savvy and can work well with all levels of our team - including our OpenTable customers. We believe strongly in the importance of team work and collaboration. We recognize hard work and success, and we strive to cultivate an environment of learning, development and FUN!

About The Role:

Build and develop a team of CSRs

Communicate effectively to a variety of audiences

Display exceptional time management and multitasking skills

Hold yourself accountable for your performance as well as that of your team

Work closely with peers to discover standard methodologies

Appropriately facilitate presentations to all audiences

Readily have tough conversations with people while maintaining an overall positive atmosphere

Be flexible to work various schedules based on business needs

About You:

Start every single day with energy and enthusiasm even if it takes a few cups of coffee to get there!

Enjoy being a team and customer advocate

Can decipher what’s right for our customers, employees and our company, and will lobby to ensure those needs are met - even if it means digging deep to find creative solutions

Lead by example

Inspiring and motivating others comes naturally to you, and you enjoy seeing others succeed

Love to solve problems

You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up

Flourish with the opportunity to continually grow and improve

Not only receptive to feedback, but actively seek it (then look for ways to implement it)

Qualifications:

2-3 years of call center supervisory experience

Proven success with building, leading, and motivating a team

Strong analytical and behavioral problem solving skills

Desired Experience:

Working knowledge of current Microsoft Windows operating systems (client and server platforms)

Knowledge of iOS and Apple Hardware

Experience with support desk tools such as Salesforce, Communities, live chat, etc

Excellent interpersonal skills, with a bias towards customer service

Strong communication skills: active listening, writing/ typing, informal communication

Knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus

Requirements:

During peak times/seasons, we may request that you work some overtime, but we’ll always plan ahead to accommodate schedules as best we can. If a regularly scheduled working day falls on a holiday, you may also be required to work.

• OpenTable provides Mexican Social Security (IMSS)
• Christmas Bonus - 30 days
• Paid Time Off - 20 days a year
• Parental leave
• Bereavement Leave - 3 days
• Marriage leave - 3 days
• Dental Insurance & Life Insurance
• Major Medical Insurance

Inclusion

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

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KAYAK Software Corporation, OpenTable, Inc., their respective subsidiaries and Momondo A/S (together, ‘KAYAK and OpenTable”, “our/we/us”, or “Company”) will process your personal data in accordance with applicable data protection laws for the purposes described in our privacy notice (KAYAK (Germany) /OpenTable (Germany) andKAYAK (All Other Locations) /OpenTable (All Other Locations) ). As part of the application process KAYAK and/or OpenTable may share your personal data across our group of companies, subject to our privacy notice and applicable laws. In order to consider you for new positions, KAYAK and/or OpenTable may keep your personal data for 6 months (within the EU) and 2 years (in all other regions), unless otherwise required by applicable law.

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