Lead Agent Lodging Support Services - Bahasa Indonesia Language Support

Responsibilities:
– Partner with peers and Supervisor to ensure departmental metrics are achieved during assigned shift (i.e. ABR%, SLA’s, etc.)
– Effectively communicate, mentor and set goals with Lodging Support Services Supervisor
– Maintain a high level of internal stakeholders satisfaction by using professional, positive communication skills
– Handle escalated partner issues as needed
– Perform audits on hotel absorptions amounts, and PACT type cases closed
– Provide ongoing feedback, training, and development to team
– Identify and recommend process improvements as needed
– Anticipates needs; identifies opportunities that result in decreased costs and inefficiencies.
– Maintain and promotes excellent partner relations by managing a prompt and accurate response to email and phone communications from suppliers and market managers.
– Other duties as assigned by Supervisor / Manager

Requirements:
– Min one year experience as a Lodging Support Services Agent performing HPS and PACT functions is a must
– Comprehensive leadership background with a focus on team building and quality
– Excellent written and communication skills in Vietnamese and English is a must
– Very detailed oriented
– Outstanding Client/partner service skills and phone skills
– The ability to communicate effectively at all levels from executive management to individual contributor.
– Strong, proactive follow-up skills and administering of Travel Policies.
– Credit card processing experience and terminology knowledge highly desired.
– Excellent research and documentation skills.
– The ability to multi-task with a high attention to detail.
– The ability to excel in a fast paced, constant changing environment.
– Flexibility and willingness to assist where and when needed as directed by management.
– Previous experience working with or managing a team
– Ability to work extra hours as needed.
– Reliability is a must.
– Ability to work ANY shift and/or assigned to any queue(s) as and when required
– Strong computer skills with extensive use of MS Office

*LI-TS1
LPS-GSO-APAC-MLCC