Manager-Operations : Customer Experience

1 month ago

Gurugram, India TBO.COM Full time

The Operations -Manager- Customer Experience

TBO–(www.tbo.com)

Location: Gurgaon tbo.com Office Address: Floor 22, Tower C, Epitome Building No. 5,DLF Cyber city, DLF phase 2,Gurgaon - 122002, Haryana, India


TBO is a global platform that aims to simplify all buying and selling travel needs of travel partners across the world. The proprietary technology platform aims to simplify the demands of the complex world of global travel by seamlessly connecting the highly distributed travel buyers and travel suppliers at scale.


The TBO journey began in 2006 with a simple goal – to address the evolving needs of travel buyers and suppliers, and what started off as a single product air ticketing company, has today become the leading B2A (Business to Agents) travel portal across the Americas, UK & Europe, Africa, Middle East, India, and Asia Pacific.


Today, TBO’s product range from air, hotels, rail, holiday packages, car rentals, transfers, sightseeing, cruise, and cargo. Apart from these products, our proprietary platform relies heavily on AI/ML to offer unique listings and products, meeting specific requirements put forth by customers, thus increasing conversions.


TBO’s approach has always been technology-first and we continue to invest on new innovations and new offerings to make travel easy and simple. TBO’s travel APIs are serving large travel ecosystems across the world while the modular architecture of the platform enables new travel products while expanding across new geographies.


Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.

• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.

• Physical Presence in 47 countries with business in 110 countries.

• We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.

• An open & informal start-up environment which cares.

What TBO offers:

• Enhance Your Leadership Acumen. Join the journey to create global scale and ‘World Best’.

• Challenge Yourself to do something path breaking. Be Empowered. The only thing to stop you will be your imagination.

• Post pandemic: travel space is likely to see significant growth. Witness and shape this space. It will be one exciting journey.

• As a fastest growing B2B platform our priority is purpose-building scalable systems.

• Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.


Job Summary:

The Operations -Manager- Customer Experience is responsible for overseeing the overall customer service operations within TBO. This role focusses on ensuring a seamless and satisfactory customer journey from booking to post travel support, enhancing customer loyalty and driving service excellence. This requires collaborating with various departments and teams, implementing service standards, working on enhancements through product and process improvements and utilizing customer feedback to continuously improve the customer experience.

Key Responsibilities:

  • Oversee daily operations of the customer service team, ensuring high levels of performance.
  • Lead, mentor, and motivate a team of customer service representatives, providing ongoing training and development opportunities.
  • Conduct regular performance evaluations and provide constructive feedback to team members. Implement strategies and process improvements to enhance the overall customer experience. Handle escalations ensuring timely and effective resolution.
  • Coordinate with suppliers and partners to resolve customer issues and improve service delivery. Utilize CRM systems and other technologies to manage customer interactions and data.
  • Prepare regular reports on customer service metrics, performance, and feedback.
  • Manage the customer service budget, optimizing resources to achieve operational goals.
  • Ensure cost-effective practices without compromising service quality.

Qualifications:

  • Bachelor’s degree in operations management, Business Administration, Hospitality Management, or a related field. Master's degree preferred.
  • Proven experience in a customer service or operations management role, preferably in the travel industry.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM software and other relevant technologies.
  • Strong analytical and problem-solving abilities.
  • Ability to work in a fast paced, dynamic environment.
  • Strong organisational and multitasking skills.
  • High attention to detail and commitment to excellence

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