Customer Service and Reservations Director

1 week ago

Bengaluru, Karnataka, India Karma Group Global Full time
Job Summary:

We are seeking a highly motivated and experienced Director of Customer Service to lead and oversee our customer service and reservations team at Karma Group Global.

The ideal candidate will have a proven track record in customer service management, strong leadership skills, and a passion for ensuring exceptional customer experiences.

This role is crucial in driving customer satisfaction, optimizing service processes, and leading a team dedicated to providing world-class service.

Key Responsibilities:
  • Team Leadership:
    • Lead, coach, and develop a team of customer service and reservations agents to achieve high performance and professional growth.
    • Foster a positive work environment that encourages teamwork, collaboration, and innovation.
    • Monitor team performance, providing regular feedback, conducting performance evaluations, and implementing improvement plans as necessary.
  • Customer Service Management:
    • Ensure the delivery of excellent customer service across all touchpoints, including phone, email, and online channels.
    • Handle complex customer inquiries and escalations, resolving issues in a timely and efficient manner.
    • Implement and monitor customer service metrics and KPIs, continuously seeking ways to improve service quality and efficiency.
  • Reservations Management:
    • Oversee the reservations process, ensuring accuracy and efficiency in booking systems.
    • Manage relationships with key departments and members of the Club to ensure smooth operations and optimal service delivery.
    • Develop strategies to optimize booking processes, reduce errors, and increase customer satisfaction.
  • Process Improvement:
    • Identify and implement process improvements to enhance the customer service and reservations experience.
    • Collaborate with cross-functional teams to streamline operations and integrate new technologies or systems that support team objectives.
    • Develop and maintain standard operating procedures (SOPs) for the team.
  • Reporting and Analysis:
    • Prepare and present regular reports on customer service and reservations metrics, identifying trends and areas for improvement.
    • Use data to make informed decisions and implement changes to improve overall team performance.
    • Track and analyze customer feedback to inform strategic initiatives and enhance service delivery.
  • Budget Management:
    • Prepare and manage the department budget, ensuring efficient use of resources.
    • Compliance and Quality Assurance:
      • Ensure compliance with company policies and quality standards.
      • Implement regular quality checks and audits to maintain high service standards.

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