Customer Care Supervisor

About Olala!Olala! is a fast-growing tech-enabled real estate management and hospitality group with headquarters in Barcelona. We are part of a hospitality group that manages over 1200 accommodation units, such as short-term rentals, hotels, and other unique stays; as well as 10 F&B assets, across multiple countries in Europe, Asia and the Middle East. Our mission is to provide our guests with unique hospitality experiences while promoting an efficient and sustainable way of travelling with style.

Since our beginning in 2014, we’ve expanded our operations to 17 cities and are on our way to continue growing in different markets worldwide by offering travellers smart/digital and stylish accommodations and high-level service. Your roleWe are looking for a Customer Care Supervisor to join our team and play a key role in delivering exceptional service to our guests. As a Customer Care Supervisor, you will be responsible for overseeing and supporting the customer care team located in Bucharest and Sinaia, ensuring that quality standards are met, and providing effective and efficient solutions to customer inquiries and issues.

You will report directly to the Customer Care Manager. This positions requires to travel to Sinaia 1 or 2 times per week. Your JourneySupervise the customer care team, ensuring high performance and motivation levels. Provide daily guidance and support to customer care representatives, resolving complex and escalated inquiries when necessary. Monitor and evaluate team interactions with customers to ensure quality standards are met and identify areas for improvement. Develop and conduct training programs for the customer care team, ensuring they have the skills and knowledge needed to perform their duties effectively. Manage team schedules, ensuring adequate coverage to handle customer inquiries.

Implement and maintain customer care procedures and policies, ensuring consistent service delivery. Analyze data and generate reports on team performance and customer satisfaction, providing recommendations to improve processes and services. Collaborate with other departments to resolve customer issues and enhance overall customer experience. Stay updated on company products and services, as well as best practices in customer care. What do you bring to your tripProven experience of at least 3 years in a customer care role preferably within the hotel industry, with at least 1 year in a supervisory position. Excellent verbal and written communication skills.

Demonstrated ability to lead and motivate a team. Exceptional organizational and time management skills. Problem-solving mindset and strong attention to detail. Ability to work in a fast-paced, dynamic environment and with a sense of urgency. Proficiency in customer care management tools and CRM software. Fluent in spoken and written English and Romanian; additional languages are a plus. Availability to travel to Sinaia 1 - 2 times per week. Diversity and SustainabilityAt Olala! we take pride in cultivating a vibrant and inclusive work environment that celebrates individuality and diversity.

We believe that these are invaluable assets that fuel innovation, foster creativity and drive our overall success. Additionally, we believe in taking action towards curving the impact that our company has on its environments. This includes implementing energy efficient practices and engaging in community projects that promote cultural preservation among others actions. We look forward to receiving your application!For more information about Olala! visit www. olalahomes. com and to keep up to date with Olala! news, follow us on LinkedIn and Instagram!