ZEN Rooms
ZEN Rooms

Deputy Head of Customer Service and Operations  

ZEN Rooms

 
  • Taguig, Philippines
    Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • ₱35,000.00 - ₱60,000.00 / month
    PHP
    35000
    60000
    35000
    MONTH
  • Full timeFULL_TIME

Expired 4 years ago

2019-09-20T16:00:00+00:00
Job closed.

Job Description

ZEN Rooms, one of the fastest growing companies in South East Asia, is hiring a Deputy Head of Customer Service and Operations to expand its successful business in the Philippines.

ZEN was seeded in 2015 by Rocket Internet, the most successful emerging markets investor behind multi-billion dollar exits such as Lazada, Zalando, Foodpanda, Daraz, Groupon and Jumia.

Who is ZEN Rooms?

ZEN Rooms was founded with the mission to improve the defective budget hospitality sector in South East Asia (the world's fastest growing travel market).

ZEN now operates in 4 countries, is already a top 3 hotel franchise, working with thousands of franchisees to improve the value for money of hotel rooms and empower the domestic population to travel more and pay less!

How we work: ZEN partners with independent property owners and brings them under the franchise to maximize their potential in sales, tech and operational efficiencies. ZEN is building the Accor of South East Asia. In less than 4 years, ZEN has already achieved the highest customer satisfaction ratings in the region's budget hotel industry and is consistently quadrupling its revenue each year.

If you are excited to be part of this mission, please see details below:

What will you do?

  • Supervise end to end process customer service
  • Maintaining and managing the CS team schedule
  • Making the decisions of all complaints and issues that are coming to the customer service platform
  • Maintaining and ensuring communication between the CS department and other related division/department within the company (example: Account Manager, Pricing Team, Business Development, etc)
  • Ensuring transfer knowledge and insight from cases that are customer service received to other departments for the improvement of products and process in the company
  • Identify new opportunities to improve the way the job is performed and in the way the customer and team are served.
  • Strive to exceed the expectations of our customers and the team
  • Work in an international environment

Minimum Qualifications

  • Minimum 2-3 years of leading a team of 5-10 people.
  • Customer service/hospitality background is a plus.
  • Interpersonal and communication skills
  • Problem-solving attitude
  • Experience with recruiting and performance evaluation processes
  • Familiarity with reservation and customer service principles
  • Good math skills with the ability to create and analyze reports, spreadsheets, and statistics

Perks and Benefits

  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Medical / Health InsuranceMedical / Health Insurance
  • Employee DiscountsEmployee Discounts

Required Skills

  • Organizing and Planning
  • Problem Sensitivity
  • Customer Service
  • Critical Thinking
  • Communication Skills
  • Performance Management

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Always
Office Address
Taguig, Metro Manila, Philippines
Industry
Information Technology / IT
Vacancy
1 opening
Website
https://zen-hs.com

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About ZEN Rooms

Join us to build the tech future of travel! ZEN is a travel technology group for Southeast Asian hoteliers. We provide state-of-the-art technology solutions to help our clients grow revenue, automate operations and deliver excellent guest experience. Our portfolio consists of top SaaS products and services: AI-driven Revenue Management system, Asia’s #1 property management systems, local B2B and B2C distribution platform, and growth-driven marketing solutions. The pandemic has accelerated the growth of internet economy, however innovation in hospitality tech has been lagging behind for years. We are on a mission to close that gap and revolutionize travel and hospitality in Asia. Currently, thousands of hoteliers and travelers trust us and our products. Together with over 200 colleagues from 10+ countries, we are on the path to be the #1 hospitality group in Southeast Asia by the end of the year! We are proudly backed by leading investors, including the #1 Korean travel group Yanolja (itself backed by Booking Holdings) as well as Rocket Internet (behind multi-billion dollar startups such as Lazada, FoodPanda). Are you ready to build the future of hospitality in Asia?

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