**CUSTOMER SERVICE MANAGER**
Work to turn vacation dreams into life-long memories by becoming a part of the Apple Leisure Group (ALG) in Amstar team!
We strive to be the first choice in vacation travel, enriching lives and uniting the world.
Grow your career as a Customer Service Manager with Apple Leisure Group.
In this role, you will administer customer service incidents implementing resolutions that exceed customer expectations, manage a busy call center ensuring reliable and efficient support for customers, conduct effective resource planning to maximize the productivity of resources, collect and analyze call center statistics.
**Responsabilities**
- Manage a busy call center ensuring reliable and efficient support for customers both in destination and post travel
- Hire, train, prepare, and motivate customer service agents to provide excellent service to customers.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics
**Requirements**:
- BSc degree in Tourism, Administration or relevant field.
- At least 3 years experience in a similar position
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication in English and Spanish, and conflict resolution skills.
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Strong coaching and leadership skills, ability to motivate employees.
- Organized, professional reliable and results-driven
- Observant and detail-oriented with an understanding of DMC business, products and services
- Polite, professional phone voice.
- Based in Cancun.
**About Apple Leisure Group**
As North America's only vertically integrated travel, hospitality and leisure management group, Apple Leisure Group is an industry innovator that combines the expertise of 14 leading brands.
Our unique niche allows us the special opportunity to oversee every aspect of the travel experience, from the moment a guest books a trip to the time they return home.
ALG consistently delivers exceptional value to travelers and strong performance to resort owners and partners by strategically leveraging the power of its portfolio of brands across five segments, comprising:
- **Vacations**: The largest seller of vacation packages and charter flights in the U.S. for travel to Mexico and the Caribbean, moving approximately 3.2 million passengers annually through well-established vacation brands
- **Resort Brand Management**: management of 5-star and 4-star luxury resorts through AMResorts® award-winning brand portfolio
- **Destination Management Services**: Best-in-class destination management services provided by Amstar® DMC and Worldstar®
- **Loyalty Program**: Exclusive loyalty program Unlimited Vacation Club®
- **Technology Solutions**: Innovative technology solutions provider Trisept Solutions®, connecting over 88,000 travel agents with leading travel suppliers.
**Our Values**
At ALG, we call our employees Colleagues, because we are more than just employees.
We are united as a team, working toward a common mission and vision.
Together, we are committed to live the core values by which we operate:
**We Care - We Are Authentic - We Inspire Action - We Do It Together - We Own our Results - We Are Hungry For More - We do Everything With Passion