ROLE: Japanese, Cantonese or Mandarin Speaking Coordination Supervisor (Night shift)
SKILLS: Customer Service Supervisor experience. Fluent Japanese, Cantonese or Mandarin
LOCATION: London
Salary: £30-32K

PURPOSE OF ROLE
The key objective of this position is to oversee, supervise and lead the team members on daily basis to ensure tasks are executed according to manual/procedure and departmental goals. The position requires pro-active involvement for establishing, monitoring, and implementing standard practices and policies for coordination across the markets to achieve consistency and improvement on customer service quality within responsible territories. The role would serve as a first contact point for serious situations that might arise such as external political events or serious accidents involving our clients.

DUTIES AND RESPONSIBILITIES
- Oversee and delegate work load, lead and coach the nightshift team members
- Monitor day to day e-mail correspondences to ensure enquiries are addressed in a professional and timely manner
- Train new staff from other offices and ensure existing staff are trained in new tasks / procedures
- Guide and support team members with problem-solving and decision-making when necessary
- Ensure team members are meeting company deadlines and all tours are handled properly according to set manuals/goals
- Conduct and hold regular meetings with other department supervisors or suppliers to ensure continuous business improvement
- Liaise with pertinent departments/ offices for any quality/ product related issues in order to maintain and enhance customer service levels
- Execute company and departmental policies and procedures
- Liaise with responsible sales offices, maintain a good understanding of relevant markets and provide sales support to generate potential business, including regular updates on business intelligence
- Report to line manager on coordination and staff issues regularly
- Monitor, analyse & review work processes to increase productivity & efficiency for the department
- Schedule educational and business trips for staff and ensure availability and delivery of appropriate training/development programs for team members for further development and quality control
- Lead negotiation with clients and internal suppliers/departments as necessary to secure major new or repeat business and to refine sales processes if/when necessary
- Meet and greet clients/tour leaders, accompanying important clients if/when required
- Attend inspection trips, take on overseas assignments if/when required
- To provide quality control & ensure staff produce quality feedback & business intelligence
- Negotiate and contract services if/when required
- Work on shift basis, including weekends and public holidays
- Planning nightshift staff monthly shift schedule to ensure all require languages are cover
- Carry an emergency after-hours mobile phone

EXPERIENCE AND QUALIFICATIONS/TRAINING
- A college/university degree is preferable
- Previous supervisory experience in customer service/travel industry is essential
- Travel and hospitality industry knowledge and understanding of international markets/ cultures is desirable

KNOWLEDGE, SKILLS AND BEHAVIOURS
- Good standard of written and verbal English are require
- Knowledge of second or third language is desirable
- Strong experience and good market and culture knowledge are essential
- Strong problem solving & analytical skills are essential
- Excellent communication and organizational skills
- Excellent at multitasking and ability to prioritise and meet deadlines
- Strong planning and execution skills
- Ability to build good relationships with suppliers and clients
- Motivated and a team player with a pro-active attitude and initiatives
- Ability to work under pressure
- Good leadership & time management skills essential
- High level of flexibility and adoptability in handling changes as the company evolves
- Computer literate, experience in working with Microsoft office site, outlook, power point, work & excel is essential



People First is a leading multilingual employment agency with a global network of offices in Europe, Australasia and North America. Thank you for your application and we will endeavour to respond to you as soon as possible. We would however like to make you aware that due to the high number of applications we receive, we are only able to invite for interview those candidates whose skills and experience most closely match the job description. Please note that it is the responsibility of candidates applying for this vacancy to make enquiries of the UK Government about any relevant immigration requirements, and any other conditions that must be satisfied by law for a worker taking up employment within the UK.