operations Supervisor- Travel and hospitality

Gratitude Philippines; Manila; On-site; PHP 334,800 - 558,000; Full time

Job summary

A prominent customer service firm in Manila is looking for a Team Lead to manage customer service operations. The ideal candidate will have 1-2 years of supervisory experience in the travel or hospitality industry. Responsibilities include overseeing a team, handling customer inquiries, and ensuring service excellence. Strong leadership and communication skills are essential for this role, which offers a full-time position on-site in McKinley West.

Qualifications

• 1-2 years of experience as a Team Lead or Supervisor.
• Must have experience in the travel, hospitality, or airline industry in a BPO setting.
• Strong leadership and people management skills.

Responsibilities

• Call center-based customer support in response to a high volume of low complexity inquiries.
• Provide technical and non-technical customer support in a walk-in service center.
• Manage and oversee the implementation of short-term activities within the team.

Skills

Customer service

Leadership

Communication

Education

Bachelor's degree

Job description

Overview

On-site - Manila; 1-3 Yrs Exp; Bachelor; Full-time.

Work Setup: Onsite, McKinley West

Shift: Night Shift

Job Details

JD:

• General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including Remote Customer Service
• Providing customer service and support via phone, online chat, or text including:

Responsibilities

• Call center-based customer support in response to a high volume of low complexity inquiries
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries
• Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including Acting as liaison between customers, production and distribution departments related to specific customer orders
• Providing technical and non-technical customer support in a walk-in service center
• Incumbents matching to this specialization are not compensated based on achievement of sales targets
• Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates
• Executes specialized projects and activities and typically works according to set principles
• Usually generates and initiates own workload and doesn't need instructions or guidelines
• Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product
• Positions at this level are expected to significantly improve the day-to-day activities/processes
• Manages and oversees the implementation of short-term activities within the team
• Decisions are of an operational nature within a defined scope
• Positions on this level delivers their share of professional responsibilities focusing on professional excellence
• Typically manages a team of Individual Contributor co-workers

Qualifications

• 1–2 years of experience as a Team Lead or Supervisor
• Must have experience in the travel, hospitality, or airline industry in a BPO setting
• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Results-driven and capable of working under pressure
• Familiarity with travel systems, tools, or GDS platforms
• Excellent communications

Preview

Esther Afolabi

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