Manager - Customer Service group B2E Business

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

• Provide training and coaching to representatives to help them effectively communicate product benefits, address customer concerns, & escalations. Through regular performance monitoring and feedback, identify areas for improvement and implement strategies to increase conversion rates.
• Overseeing the day-to-day operations of the team, including assigning tasks, managing workloads, and ensuring that deadlines are met.
• Ability to make important decisions that impact the team and the organization as a whole including problem-solving, exploring & evaluating options.
• Responsible for encourage upselling by coaching representatives to identify additional products or services that complement the customer's purchase
• Tracking and manage the login hours of agents to ensure they adhere to their scheduled work hours. Monitor attendance and address any deviations from the expected login times promptly. Ensure agents are present and ready to work during scheduled hours, optimize team productivity.
• Monitor AHT to gauge the efficiency of call handling processes. Identify opportunities to streamline workflows, improve system usability, and enhance agent skills to reduce AHT without compromising service quality.
• Implement mechanisms to identify errors in workflows, transactions, and customer interactions. Analyze data, customer feedback, and performance metrics to pinpoint recurring issues and areas prone to errors.
• Process improvement initiatives, collaborate with cross-functional teams to redesign processes for greater efficiency and error reduction.
• Prioritize training and development programs to enhance employee skills and competencies. Provide coaching, feedback, and guidance to empower employees to perform their roles effectively and minimize errors.
• Adopt a proactive approach to error reduction by continuously monitoring performance metrics and key indicators
• Provide regular feedback and coaching to agents based on quality assessment results, highlighting areas of strength and opportunities for improvement.
• Implement service recovery protocols to address customer complaints and dissatisfaction promptly, ensuring timely resolution and restoring customer confidence.

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