Team Management:
- Supervise, coach, and mentor a team of Customer Experience Specialists [Team of 15 Members].
- Conduct regular performance reviews, identify training needs, and create development plans for team members.
- Monitor team performance against key metrics (e.g., resolution time, customer satisfaction scores, first call resolution).
- Manage team schedules and ensure adequate staffing levels to meet customer demand.
- Foster a positive and collaborative team environment.
Customer Experience:
- Ensure the team provides exceptional customer service across all channels (phone, email, chat, social media).
- Handle escalated customer issues and complex inquiries.
- Identify and address trends in customer complaints and feedback.
- Proactively identify opportunities to improve the customer experience.
Operational Excellence:
- Monitor key performance indicators (KPIs) and identify areas for improvement in operational efficiency.
- Implement process improvements and best practices to enhance team productivity and customer satisfaction.
- Collaborate with other departments (e.g., product, engineering, growth and finance) to resolve customer issues and improve the platform.
- Stay up to date on industry trends and best practices in customer service.
Reporting and Analysis:
- Prepare regular reports on team performance and customer experience metrics.
- Analyse data to identify trends and insights that can be used to improve customer service and operational efficiency.
- Use data to make informed decisions about resource allocation and process improvements.
Qualifications:
- Bachelor's degree in a related field preferred.
- Minimum of 3-4 years of experience in customer service, preferably in the flight/travel industry.
- Proven experience in managing and leading a team.
- Sound knowledge of flight/travel terminology, processes, and GDS systems (e.g., Amadeus, Sabre, Galileo).
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Proficiency in using CRM software and other customer service tools.
- Strong customer focus and a passion for delivering exceptional customer service.
Preferred Qualifications:
- Experience with Amadeus/Travelport is a must.
- Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools.
- Familiarity with customer satisfaction metrics and measurement methodologies like Service level Adherence, Re-open rate, FCR, FRT, CSAT and Escalation rate.
