Mondee
Location
Delhi | India
Job description
We are seeking a dynamic and experienced Customer Service Manager to lead our customer service team and ensure the delivery of exceptional service to our valued customers. The ideal candidate will have a proven track record of success in managing customer service operations, fostering a positive team culture, and driving continuous improvement initiatives to enhance the overall customer experience.
Responsibilities
► Lead and supervise the customer service team, providing guidance, support, and coaching to ensure high levels of performance and productivity.
► Develop and implement customer service policies, procedures, and standards to meet or exceed customer expectations and company objectives.
► Establish and monitor key performance indicators (KPIs) to track the effectiveness of customer service operations and identify areas for improvement.
► Oversee the resolution of customer inquiries, complaints, and escalations in a timely and satisfactory manner, ensuring positive outcomes and customer satisfaction.
► Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer issues, improve processes, and drive business growth.
► Analyse customer feedback and data to identify trends, opportunities, and areas for service enhancement, and implement appropriate strategies and initiatives accordingly.
► Develop and implement training programs for customer service representatives to enhance their skills, knowledge, and capabilities in delivering exceptional service.
► Monitor and manage customer service resource allocation to optimize efficiency and effectiveness.
► Stay informed about industry trends, best practices, and emerging technologies in customer service and incorporate relevant advancements into our practices.
► Maintain a customer-focused mindset and cultivate a positive and collaborative work environment that encourages teamwork, innovation, and continuous improvement
► Responsible for providing leadership to their team members, setting clear goals and expectations, and inspiring them to achieve their best.
► Aligning the team's efforts with overall revenue goals as a KPI & ensure that every action taken contributes to the bottom line.
Transactional Expertise
Requirement:
Leadership Skills:
Ability to lead and motivate teams to achieve performance targets and deliver exceptional customer service.
Experience in the Travel Industry:
Knowledge of travel industry trends, regulations, and customer expectations.
Communication Skills:
Excellent verbal and written communication skills to interact effectively with team members, senior management, and clients.
Customer Focus:
Commitment to delivering a superior customer experience and ability to drive customer-centric initiatives.
Technology Proficiency:
Familiarity with contact centre technologies, CRM systems, and workforce management tools to optimize operational efficiency.
Flexibility and Adaptability:
Willingness to adapt to changing business requirements, work schedules, and priorities in a dynamic contact centre environment.
GDS Knowledge
Ability to navigate the GDS interface efficiently & Understanding of the booking process within the GDS. Knowledge of fare rules, fare types, ticket restrictions, and other pricing details associated with different airlines and travel products available in the GDS.
Min. 8-10 years of work experience, comfortable with 24/7 environment.
Job Location- Delhi
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Job tags
Salary