**Role of Purposes**:
**Key Responsibilities**:
- Oversee day-to-day operations of the customer support team, ensuring timely and effective
- resolution of customer inquiries and issues.
- Monitor KPI metrics and ensure all targets are achieved such as CSAT/DSAT score, response rate, resolution rate, first contact resolution rate, and other service levels.
- Ensure proper staffing levels relative to volume forecast and anticipate volume anomalies with proactive solutions to minimize impact to the customers.
- Provide leadership and mentorship to all direct reports, fostering a positive and collaborative team environment.
- Collaborate with cross-functional teams to identify and address customer support trends, issues, and opportunities for improvement.
- Handle escalated customer complaints, ensuring timely resolution and customer satisfaction.
- Proactive in gaining a full understanding of the client's business needs and translating those into executable strategies.
- Cultivate a positive work environment that promotes company culture.
**Qualifications**
- Overseas graduate with a Bachelor's Degree in Business Administration/Management/related field or overseas working experience.
- Proven experience in a customer support management role.
- Substantial experience in leading a team in a multinational corporation with a strong track record in project implementation
- Working experience in the travel industry and GDS knowledge are desirable but not mandatory.
- Strong leadership and team management skills, with the ability to inspire teams to achieve goals.
- Pleasant personality with excellent communication and interpersonal skills.
- Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements.
- Exceptional problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
- Fluent in both written and spoken English.
- Experience with CRM systems is preferred but not mandatory.
**Be Part of ATI Journey**
Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand.
ATI's singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one.
Since commencing in 2002 we now have over 900 employees providing services to our clients across the globe.