We are looking for someone who has experience in setup and managing a call centre. Not someone who works as an agent in an in-house call center
OYO is looking to hire a Guest Experience Manager, who will act as a Primary custodian of Guest experience in entire OYO Journey starting from Check-in to In-stay experience and finally smooth Check-out.
● Team building.
● Excellent communication skills both in English and japanese.
● Has experience in managing large call centre pre and post implementation.
● Experience in hospitality in preferred.
● 7 to 10 of relevant experience of which 5 years of managerial experience.
● Location preferably in Tokyo.
● Requirement to travel overseas call centre.
● Knowledge of quality management processes to measure customer experience.
● Design a working structure of the partner guest call centre.
● Establish and monitor KPIs to improve overall partner and guest experience communication via the call centre.
● Manage all partner guest escalation coordination with internal OYO Teams.
● Manage communication of all process and product changes, and coordinate training.
● Designing initiatives and coordinating with internal and external teams to enhance partner and guest experience.
● Serves as OYO point of contact for functional related aspect with external call centre agency. Partner Guest Experience
Bachelor's or Equivalent
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