Overseas Network is a leading travel company that has been servicing agents worldwide since 2000. We specialize in designing unique experiences tailored to clients' interests, travel styles, and budgets, focusing on the Americas. A key aspect of our business is creating memorable journeys beyond mere accommodation. Our team carefully considers every detail, from departure to return, to craft bespoke experiences. We collaborate with exclusive vendors, offer tailored recommendations, and manage all details with precision, adding a touch of magic to our services. We are currently seeking a Customer Experience Supervisor with a sales approach, fluent in English, based in Barranquilla, Colombia. The successful candidate will oversee customer service teams, ensuring seamless interactions and high levels of satisfaction. Key Responsibilities: Leadership - Supervise and motivate the customer service team to achieve exceptional results. - Hire, train, and conduct regular performance evaluations to ensure team members meet expectations. Daily Operations - Monitor live chats, calls, and booking support to ensure timely resolution of issues. - Streamline workflows and delegate tasks effectively to maintain productivity. Customer Satisfaction - Handle escalated issues and work closely with customers to resolve concerns efficiently. - Maintain quality standards and address any service gaps promptly. Sales Support - Guide team members on upselling and promoting services to enhance revenue. - Analyze sales performance and provide coaching to improve results. Cross-Department Collaboration - Foster strong relationships with other teams to address issues and enhance service delivery. Reporting & KPIs - Track key metrics (CSAT, resolution time, upsells) to identify areas for improvement. - Present insights and suggest process enhancements to optimize performance. Training & Development - Organize regular training sessions on systems, communication, and sales techniques to upskill the team.