Regional Customer Service Supervisor oversees daily customer service operations across multiple regions. Reporting to the Head of Customer Service, the role ensures service quality, compliance, and performance by managing the online reception and customer service teams.

Key responsibilities include monitoring guest service KPIs, managing 24/7 team rosters, handling escalations, supporting billing communication improvements, and supporting customer service team leads. This role works closely with the Regional Head of CSR to align operations with guest relations strategies and maintain consistency across properties.

Key Responsibilities

1. Customer Service Operations & Compliance

Manage and oversee daily customer service operations across regions.
Ensure customer service teams adhere to company policies, SOPs, and guest service protocols.
Monitor complaint handling procedures, guest experience, and service compliance.
Identify operational gaps and inefficiencies and recommend improvements to the Head of Customer Service.
Ensure roster management per country is optimised to meet 24/7 service coverage requirements for both online reception and customer service teams.

2. Performance Monitoring & Quality Assurance

Work with Country-specific CS Supervisors and Operations Managers to track and review guest service KPIs (e.g. response times, satisfaction scores, resolution rates and quality control).
Conduct regular quality audits and report findings and trends to the Head of CS.
Assist in billing communication reviews to ensure service clarity and consistency.
Ensure all frontline service teams have the necessary tools and training to execute their roles effectively. (Work with CS Supervisors).

3. Guest Feedback & Issue Resolution

Oversee the timely and professional handling of guest reviews, ensuring both positive and negative feedback is addressed appropriately.
Assist in resolving escalated guest concerns, working closely with Operations Managers, Relevant Stakeholders and the Head of CS.
Collaborate with the Head of CS to analyse guest feedback trends and implement corrective actions at the operational level.

4. Team Support & Training

Coach and support Country-Spefic CS Supervisor to enhance service delivery and problem resolution skills.
Assist the Head of CS in implementing training programs focused on guest service excellence, complaint resolution, and compliance.
Work closely with team leads and other stakeholders to develop and improve service workflows and best practices.

5. Cross-Functional Collaboration & Reporting

Collaborate with Operations, Revenue, and Marketing teams to address service-related operational challenges.
Provide regular reports to the Head of CS on service performance, compliance, guest satisfaction trends, and key challenges.
Support the Head of CS in tracking overall team KPIs, compliance, and process improvements.

Experience: Minimum 3+ years in customer service management, hospitality operations, or related roles.
Operational Focus: Strong ability to oversee daily service operations, enforce compliance, and optimise workflows.
Guest Service Excellence: Passion for delivering exceptional guest experiences and ensuring problem resolution.
Analytical & Reporting: Ability to track KPIs, conduct audits, and generate performance reports.
Team Leadership: Experience in leading and coaching customer service teams.
Collaboration Skills: Ability to work effectively with Operations Managers, CS team leads, Head of CS and other stakeholders.
Area of residence: Preferably within Metro Manila to attend face-to-face meetings with the Head of CS and other PH HODs once or twice a month.

A dynamic startup environment with career progression
Experience in working with overseas teams
Competitive salary
Fringe benefits + Extra leaves

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