Key responsibilities:
• Taking ownership of customer's issues and following problems through to resolution
• Setting a clear mission for service delivery and deploying strategies focused on that mission
• Responsible for managing own/ 3rd party contact center services providing voice, e-mail, mobile assistance, and SM support for all products and services provided by the company to the customers of its clients/ partners
• Responsible for delivering client SLAs.
• Develop service processes, policies, and standards
• Achieve qualitative and quantitative targets
• Be an evangelist of the client, and coordinate with multiple internal teams to ensure flawless execution of customer experience
• Train, mentor, and develop customer support staff to be always motivated to deliver the best
• Identify and escalate potential trouble spots for early resolution
• Coordinate with the back-end team for relevant data access to the customer service staff and monitor completeness and ease of access
• Coordinate with multiple stakeholders internally to constantly enhance user experience and revenue generation from the platform
• Create and share MIS on daily calls, drop-offs, open queries, % resolution, etc. to all concerned and constantly work to improve these metrics

Required Skills and Experience:
• Proven working experience as a Customer Service Manager or a customer interfacing manager in a travel company
• Experience in providing customer service support
• Team management experience with the right levels of goal orientation, empathy, and process orientation
• Working knowledge of customer service software, databases, and tools
• Awareness of the industry’s latest technology trends and applications
• Ability to train, develop and motivate team members
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Ability to troubleshoot and think on the feet to address escalations and service failure issues
• Good negotiation skills
• Excellent written and verbal communication skills are a must
• Good understanding of digital marketing disciplines
• Over 8 years of experience as a Team Leader or above in a contact center organisation

Educational Qualification :
• Graduate/ Post Graduate in any discipline

Work Experience :
• Minimum 10 years of experience, preferably from Travel Industry/Domain

Work Location:
• Mumbai

Additional Details:
• Position type: This is a full-time position. The role holder is expected to complete work within targeted timelines
• Travel: As per job & client requirements.