Orion Hotels & Resorts has a beautiful selection of heritage Hotels, destination Hotels, country retreats and private game Lodges making Orion Hotels & Resorts one of the sizeable Boutique Hotel groups in South Africa.
Orion Group has a total of four beautiful Hotels located in strategic destinations in South Africa. This unique hand-picked selection of i...
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Manage and support a team of Reservationists based at Head Office and at our hotels, including handling personnel issues, providing coaching and training, and monitoring performance
Develop and implement strategies to improve Call Centre / Reservations operations and customer service
Monitor and analyze Call Centre performance metrics, such as call wait times, call abandonment rates, bookings and customer satisfaction scores
Identify and implement process improvements to increase efficiency and effectiveness of call centre operations.
Ensure that Reservationists are following company policies and procedures, as well as maintaining a high level of professionalism and customer service
Collaborate with other departments to resolve customer issues and improve overall customer experience
Prepare and present reports on Call Centre performance and operational effectiveness to senior management
Qualifications:
Grade 12 or equivalent qualification.
A tertiary qualification in business administration or a related field would be preferred.
At least 5+ years of experience in Call Centre management, customer service, or a related field
Strong leadership and coaching skill
Excellent communication and interpersonal skills
Proven track record of improving Call Centre operations and customer satisfaction
Proficiency in call centre software and technology
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
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