Helpdesk Manager
1 week ago
3Sixty IT Solution, a leading travel technology company, seeks an experienced Helpdesk Manager to oversee customer support services for our software solutions which includes Travel Booking Engine and Travel Accounting System.
Job Summary
We're looking for a seasoned Helpdesk Manager with travel industry expertise to lead our customer support team, ensuring exceptional service quality, timely project rollouts, and seamless knowledge sharing.
Responsibilities
1. Team Leadership : Manage and motivate a team of support specialists, fostering a culture of excellence.
2. Customer Support : Ensure regular and emergency customer support (phone, email, chat) with prompt issue resolution.
3. Quality Assurance : Implement quality control processes to maintain high customer satisfaction (CSAT) scores.
4. Project Rollouts : Coordinate timely deployment of new features and projects to customers.
5. Training and Development : Design and deliver training programs for support staff, ensuring industry knowledge and product expertise.
6. Knowledge Management : Develop and maintain knowledge bases, FAQs, and documentation.
7. Performance Metrics : Monitor and analyze support metrics (e.g., ticket resolution time, CSAT).
8. Customer Feedback : Gather and address customer concerns, identifying areas for improvement.
9. Process Optimization : Continuously improve support processes and procedures.
10. Stakeholder Communication : Report progress to management, customers, and partners.
Requirements
1. Experience : 5+ years in helpdesk/call center management or team leadership roles.
2. Travel Industry Knowledge : Familiarity with travel agency operations, booking systems, and accounting processes.
3. Technical Skills : Proficiency in helpdesk software (e.g., Freshdesk, Zendesk), CRM systems, and IT service management tools.
4. Leadership : Proven ability to motivate teams, drive results, and make data-driven decisions.
5. Communication : Excellent written, verbal, and presentation skills.
6. Education : Bachelor's degree in business administration, Computer Science, or related field.
What We Offer
1. Competitive Salary : Attractive compensation package.
2. Other Benefits : paid time off.
3. Dynamic Work Environment : Collaborative, innovative workspace.
4. Travel Opportunities : Domestic and international travel experiences.
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