**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.
