Regional Director Customer Service Leader

5 days ago


Bengaluru, Karnataka, India Travix Full time
About Travix

Travix is a leading global online travel agency with a diverse portfolio of travel-focused websites operating under the brand names CheapTickets, Vliegwinkel, BudgetAir, Vayama, and Flugladen. As part of the Trip.com Group, one of the largest online travel companies in the world, we bring together passionate people, global partners, cutting-edge technology, and an innovative platform to deliver our customers' best end-to-end booking experience.

We are seeking a Regional Director Customer Service based in our Bangalore office. As the Regional Director Customer Service, you will oversee and lead the Customer Service Team, the Shared Services Teams, and the Fulfillment Team, ensuring good customer support.

Key Responsibilities:
  • Develop and execute the customer service strategy, including short-term and long-term plans to improve efficiency, performance, and customer satisfaction.
  • Build strong relationships with internal and external stakeholders.
  • Oversee day-to-day operations, ensuring smooth workflows and timely resolution of customer questions.
  • Ensure customer service and fulfillment processes are well-documented and consistently followed.
  • Monitor and meet key performance indicators (KPIs) related to service levels, schedule adherence, productivity, and quality of service.

Requirements:
  • Bachelor's or Master's degree.
  • Higher Travel/Managerial Education.
  • 5-7 years of experience in leading an international contact center.
  • 5-6 years of proven experience with people development.
  • Talent for motivating people.
  • Energetic and positive mindset.
  • Strong communicator and influencer.
  • Fluent in English.
  • Adapts quickly to rapidly evolving business priorities.
  • Stress-resistant and capable of making decisions in challenging situations.

What We Offer:
  • Free transportation with door-to-door pickup and drop facility round the clock.
  • Medical Insurance for Self, Spouse, Children, and Parents/Parents-in-law.
  • Personal Accident and Term Life Policy for employee.
  • World-class facility, including a cafeteria and break-out zones.
  • Hybrid way of working.


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