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SERVICE SUPERVISOR
full-time•San
About this role
Our client is a prestigious travel agency in Puerto Rico, and we are seeking a Service Supervisor to lead the team that provides assistance both in person at our offices and through the call center.
This role is key to ensuring that every customer interaction meets high standards of quality, efficiency, and professionalism, delivering memorable experiences with every service provided.
Key Responsibilities
Supervise and coordinate in-person service staff and call center personnel.
Ensure compliance with quality standards in every customer interaction.
Monitor and evaluate phone and in-person service, providing ongoing coaching and feedback to the team.
Handle and resolve escalated customer situations effectively and professionally.
Design and coordinate training programs based on service trends.
Analyze performance metrics (response times, customer satisfaction, call/visit volume) and prepare management reports.
Foster a positive, motivating, and results-oriented work environment.
Requirements
Bachelor’s degree in Business Administration, Tourism, or a related field (preferred).
Minimum of 2 years of experience supervising customer service teams (call center experience preferred).
Knowledge of the travel or tourism industry (preferred).
Excellent leadership, communication, and team motivation skills.
Full proficiency in Spanish and English, both oral and written.
Experience using CRM systems.
Ability to handle high-pressure situations and make effective decisions.
Availability to work Monday through Saturday (Saturday required).
Position Classification: Exempt
TPIS is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans). We comply with all Federal, State and Local laws regarding nondiscrimination.
What you'll do
- The Service Supervisor will supervise and coordinate both in-person service staff and call center personnel, ensuring compliance with quality standards in customer interactions. They will also handle escalated customer situations and design training programs based on service trends.
About TPIS
20km away from metropolitan Kuala Lumpur, Templer Park International School is a Park School situated over 17 acres near Templer Park's rainforest reserve embracing vast green areas and lakes.
TEMPLER PARK INTERNATIONAL SCHOOL aspires to provide a unique combination of a comprehensive quality education and moral teachings to a varied expatriate and local students. This will be achieved in a secure, caring and disciplined environment by means of a challenging, balanced, academic, and educational curriculum that is delivered by a dedicated and qualified teaching staff who endeavor to help students realize their full intellectual, social, moral and physical potentials, and develop their critical thinking and research-based decision making skills.
TEMPLER PARK INTERNATIONAL SCHOOL is dedicated to providing a highest quality American educational program with the cornerstones of morals, self-worth, and quality performance among students and staff, enhancing students’ productive and responsible participation in society at large. We indiscriminatingly seek to foster acquisition of the values and heritage to prepare for the future in full capacity.
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Frequently Asked Questions
What does a SERVICE SUPERVISOR do at TPIS?
As a SERVICE SUPERVISOR at TPIS, you will: the Service Supervisor will supervise and coordinate both in-person service staff and call center personnel, ensuring compliance with quality standards in customer interactions. They will also handle escalated customer situations and design training programs based on service trends..
Is the SERVICE SUPERVISOR position at TPIS remote?
The SERVICE SUPERVISOR position at TPIS is based in San, Ségou, Mali. Contact the company through Clera for specific work arrangement details.
How do I apply for the SERVICE SUPERVISOR position at TPIS?
You can apply for the SERVICE SUPERVISOR position at TPISdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.