Job Description

We are a company dedicated to the comprehensive management of tourist accommodation in Spain, with presence in Madrid, Malaga and Toledo. Our team works completely remotely from Latin America, providing assistance to guests, owners and suppliers.

We are currently seeking the provision of services from a Customer Service and Operations Supervisor to coordinate the team, ensure quality service and guarantee that queries and complaints are responded to effectively and decisively.

We are looking for a person with leadership skills, decision-making criteria, clear communication and a proactive attitude.

Schedule: 8-hour shifts, 5 days a week: Tuesday, Wednesday, Thursday, Friday and Saturday. Tomorrow shift

Main responsibilities

-Supervise and accompany the customer service team.

-Organize tasks, distribute cases and control priorities.

-Verify compliance with response times.

-Follow up on queries, complaints and incidents.

-Intervene in conflict situations with guests.

-Review the quality of the responses provided by the team.

-Detect errors, delays or untracked cases and take action to resolve them.

-Prepare performance reports, incidents and pending cases.

Requirements

*Advanced English.

*Previous experience in supervising customer service teams, operations, hospitality, tourism or similar positions.

*Ability to organize and supervise remote work teams.

*Good management of CRM, ticketing systems and IT tools.

*Experience using Zoho CRM or Zoho Desk will be an advantage.

*Proactive, organized and results-oriented profile.

*Ability to make decisions and work autonomously.

*Availability to work during weekends.

The person must have:

*Own computer.

*Stable internet connection.

*Headphones with microphone.

*Adequate space to make calls and video calls.

*Availability throughout the working day.

The company does not provide equipment.

We are looking for a person who is not limited to referring problems, but who can organize, intervene, follow up and ensure that each case reaches an effective resolution.",