AddressYou are Responsible for
1. Inbound Call Management:
Oversee and optimize the handling of inbound calls from corporate clients related to travel bookings, changes, cancellations, and other inquiries. This could be related to flights or hotels or any other services related to travel like Visa.
Ensure timely and accurate resolution of customer issues, maintaining a high level of professionalism and customer-centric approach.
The KPI will revolve around
First call resolution
Zero escalation from process handling stand point
Exemplary customer satisfaction score of 4.8+
99% of the calls managed within 90/10 service level.
2. Team Leadership:
Lead and motivate a team of customer service representatives to deliver outstanding service in line with company standards.
Provide coaching, training, and regular performance feedback to enhance team efficiency and customer satisfaction.
3. Process Improvement:
Analyze call center performance metrics and identify areas for improvement.
Develop and implement strategies to enhance operational efficiency, reduce resolution times, and improve overall customer experience.
4. Communication and Collaboration:
- Collaborate with other departments, such as back office team for refunds etc, finance, business development, tech, to address complex customer issues and streamline communication channels.
- Communicate effectively with corporate clients to understand their needs and expectations, fostering strong relationships.
5. Quality Assurance:
- Implement and maintain quality assurance programs to ensure consistency and adherence to company standards.
- Conduct regular audits of customer interactions to identify areas for improvement and provide additional training as needed.
6. Data Analysis:
- Utilize data analytics to identify trends, customer preferences, and potential areas for service enhancement.
- Generate reports to provide insights into customer behavior, satisfaction, and call center performance.
To succeed in this role – you should have the following
Bachelor's degree in business, hospitality, or a related field.- Proven experience at 8-10 years in managing B2B customer service operations, preferably in the OTA or travel industry.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to use data to drive decision-making.
- Familiarity with call center technologies and customer relationship management (CRM) systems.
- Flexibility to adapt to a dynamic and fast-paced environment.
If you are passionate about delivering exceptional customer experiences, possess strong leadership skills, and have a background in B2B customer service within the travel industry, we invite you to apply for this challenging and rewarding role.
