Customer Care Supervisor Sinaia

Customer Care Supervisor
Sinaia
Sinaia, Prahova, Romania

About Olala

Olala Homes is a
- enabled real estate management and hospitality company with headquarters in Barcelona. We focus on managing over 400
- and
- term rental units across multiple countries in Europe, Asia, and the Middle East. Our mission is to provide our guests with unique hospitality experiences while promoting an efficient and sustainable way of traveling with style. Since our beginning in 2014, we’ve expanded our operations to 17 cities and are on our way to continue growing in different markets worldwide by offering travelers smart/digital and stylish accommodations and
- level service.

Your role

We are looking for a Customer Care Supervisor to join our team and play a key role in delivering exceptional service to our guests. As a Customer Care Supervisor, you will be responsible for overseeing and supporting the customer care team, ensuring that quality standards are met, and providing effective and efficient solutions to customer inquiries and issues. You will report directly to the Customer Care Manager.

Your Journey

• Supervise the customer care team, ensuring high performance and motivation levels.
• Provide daily guidance and support to customer care representatives, resolving complex and escalated inquiries when necessary.
• Monitor and evaluate team interactions with customers to ensure quality standards are met and identify areas for improvement.
• Develop and conduct training programs for the customer care team, ensuring they have the skills and knowledge needed to perform their duties effectively.
• Manage team schedules, ensuring adequate coverage to handle customer inquiries.
• Implement and maintain customer care procedures and policies, ensuring consistent service delivery.
• Analyze data and generate reports on team performance and customer satisfaction, providing recommendations to improve processes and services.
• Collaborate with other departments to resolve customer issues and enhance overall customer experience.
• Stay updated on company products and services, as well as best practices in customer care.

What do you bring to your trip

• Proven experience of at least 3 years in a customer care role preferably within the hotel industry, with at least 1 year in a supervisory position.
• Excellent verbal and written communication skills.
• Demonstrated ability to lead and motivate a team.
• Exceptional organizational and time management skills.
• Problem-solving mindset and strong attention to detail.
• Ability to work in a
  - paced, dynamic environment and with a sense of urgency.
• Proficiency in customer care management tools and CRM software.
• Fluent in spoken and written English and Romanian; additional languages are a plus.