Job Details
Hyatt is seeking an energetic, motivated, and detail-oriented Bi-Lingual Customer Service Team Lead to guide our team of hospitality professionals at the Shared Service Center. This position will work closely with the customer service leadership team to support and motivate our customer service teams who provide world-class service via phone, email, and other channels. You will motivate, train, and monitor performance of a team of customer service agents and Hotels on a daily basis.
Essential Functions:
- Assisting as a liaison for our Latin Americas hotels for Shared Services.
- Communicates goals, best practices, objectives and deadlines to team members to support performance standards for average speed of answer, request resolution time, quality of service, and other metric goals.
- Motivates team members by leading rewards and recognition activities.
- Assesses and positively impacts employee performance through coaching and mentoring.
- Frequently and actively monitors guest interactions to ensure all service expectations are met.
- Demonstrates exceptional customer service skills while handling guest requests via phone, email, and other methods.
- Assist with training newly hired and tenured colleagues.
- Assists with Factura deadlines and communication with our Latin America hotels.
- Assisting Senior Agents with approval requests, tax exemptions, outstanding cases, and other duties as needed.
- Assist Customer Service Agents with escalated guest concerns and advanced research.
- Support customer service leadership team with cost-saving and other service enhancement strategies.
- Monitor and enforce assigned schedules for customer service colleagues to maximize service levels.
- Review and utilize information from performance reporting to coach colleagues and drive overall department performance.
- Participate in and assist with performance review meetings, check-in conversations, and team meetings as needed.
- Assist with interviewing, hiring, and other onboarding activities for newly hired customer service colleagues as needed.
- Collaborate with IT, customer service leadership, HR, and other teams to ensure customer service colleagues have necessary tools and technology to provide exceptional service and support for all guest requests.
- Participation in employee events, onsite meetings, hotel visits and industry conferences is expected.
- Other duties as may be assigned by supervisors.
- Work well with others at a variety of levels within the organization.
Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law .