Customer Service Support Manager
2 weeks ago
Location: Jaipur
Position Type: Full-time
Experience: Minimum 3 Yrs.
Role Overview:
As a Customer Support Manager at Thrillophilia, you will lead our customer support team in providing exceptional service and support to our customers. You will be responsible for managing daily operations, improving service standards, and ensuring a seamless customer experience. Your leadership will be crucial in fostering a customer-centric culture and driving continuous improvement.
Key Responsibilities:
Team Leadership: Lead, mentor, and motivate the customer support team to deliver high-quality service. Conduct regular performance reviews and provide constructive feedback.
Operational Management: Oversee daily operations of the customer support department, ensuring that all inquiries and issues are handled efficiently and effectively.
Service Quality: Develop and implement strategies to improve customer service quality and enhance the overall customer experience. Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs).
Training and Development: Identify training needs and organize training sessions for the customer support team to enhance their skills and knowledge.
Customer Interaction: Handle escalated customer issues and complaints, ensuring satisfactory resolutions. Act as a point of contact for VIP and high-priority customers.
Process Improvement: Continuously review and improve customer support processes and workflows to increase efficiency and customer satisfaction.
Collaboration: Work closely with other departments, such as operations, sales, and marketing, to ensure alignment and effective communication across the organization.
Reporting and Analysis: Prepare regular reports on customer support activities, performance metrics, and customer feedback. Analyze data to identify trends and areas for improvement.
Technology Utilization: Ensure the effective use of customer support software and tools. Recommend and implement new technologies to enhance service delivery.
Customer Feedback: Collect and analyze customer feedback to understand their needs and expectations. Use insights to drive improvements in products and services.
Crisis Management: Develop and implement plans for managing crises and unexpected situations, ensuring minimal disruption to customer service.
Requirements:
Education: Bachelor’s degree in any discipline. A degree in business administration, hospitality, or a related field is preferred.
Experience: Minimum of 3-5 years of experience in a customer support role, with at least 2 years in a supervisory or managerial position. Experience in the travel or hospitality industry is a plus.
Leadership: Strong leadership and team management skills. Proven ability to motivate and develop a team.
Communication: Excellent verbal and written communication skills in English.
Problem-Solving: Strong problem-solving and decision-making abilities. Ability to handle complex and escalated customer issues effectively.
Customer Focus: A deep passion for customer service and a commitment to providing an exceptional customer experience.
Analytical Skills: Ability to analyze data, generate reports, and derive actionable insights.
Tech-Savvy: Proficiency in using customer support software, CRM systems, and other relevant tools. Familiarity with new and emerging technologies in customer support.
Multitasking: Ability to manage multiple tasks and priorities in a fast-paced environment.
Adaptability: Flexibility to work in shifts, including weekends and holidays, as required.
All About Thrillophilia -
At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories.
Thrillophilia’s journey is rooted in a passion for travel, exploration, and adventure. It began back in 2011 when the global market was still too young for online travel transactions. Ever since, we have grown to become India’s largest online platform for experiential travel. An annual traffic of 150M+ Users, 5M+ Happy Customers, and a strong presence of 2.2M on our Instagram, reflects our commitment to providing memorable experiences and inspiring travelers worldwide.
Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ Destinations. From adventurous and offbeat travel to luxurious options, our aim is to provide our customers with the best experiences possible. Thrillophilia simplifies travel planning by creating personalized experiences using our expertise in destinations, local networks, AI/ML logics, and automation. Our team provides a human touch, and on-trip support ensures the best trip of your life.
Bringing the finest travel ideas together, our team comprises young and lively folks who are passionate about travel, technology, marketing, partnerships, and more. Together, we have achieved many brilliant titles, such as YourStory’s best places to Work (2013), ISB’s BizQuest (2014), Singapore Bash’s best startups (2016), London Mayor’s IE20 (2017), and more.
If you are a motivated sales professional with a passion for international travel and adventure, we would love to hear from you. Apply now to join the Thrillophilia team and help us create unforgettable experiences for our customers.
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