Customer Service Director

2 weeks ago

Gurgaon, Haryana, India Skyjumper Sports and Amusements Pvt Ltd Full time

About Us: SkyJumper Sports and Amusements Pvt Ltd is the fastest-growing indoor amusement center chain, delivering fun and unforgettable experiences for families and friends. We operate 16 locations across 13 cities, featuring trampoline parks, soft play areas, bowling, laser tag, and more.

We are seeking an experienced customer-focused leader to manage our call center operations and ensure exceptional customer service. The Call Center Manager will oversee event bookings, implement strategies to enhance customer satisfaction and sales, and lead a team of call center executives.

Job Overview:

Key Responsibilities:
  • Team Leadership & Training: Supervise and train a team of call center executives, setting performance goals and providing regular feedback and coaching to ensure high-quality service.
  • Operational Oversight: Manage daily call center operations, ensuring timely responses to customer inquiries about center details such as timings, pricing, discounts, and locations.
  • Event Booking Coordination: Oversee the team's handling of event bookings, including birthday parties, corporate events, school trips, and kitty parties, ensuring all bookings are accurately logged and confirmed.
  • Customer Service Excellence: Establish and maintain customer service standards, addressing escalated customer concerns and resolving complaints efficiently.
  • Sales & Promotions: Develop strategies to promote special packages and upsell additional services, guiding the team to meet revenue targets.
  • Data Management: Ensure accurate entry and management of customer and booking information in the CRM or booking system for seamless operations.
  • Performance Analysis: Monitor call center metrics such as response time, booking rates, and customer satisfaction scores, and implement improvements where needed.

Qualifications:

  • Bachelor's degree in hospitality, business administration, or a related field.
  • 3-5 years of experience in a call center or customer service management role, preferably in the hospitality or entertainment industry.
  • Strong leadership skills with experience in team management and performance monitoring.
  • Excellent verbal communication skills (English and Hindi) and a professional demeanor.
  • Proven ability to handle multiple priorities in a fast-paced environment.
  • The sales-oriented mindset with demonstrated success in driving revenue through upselling and promotions.
  • Proficiency in CRM or booking software; strong analytical and reporting skills.

What We Offer:

  • A competitive salary of ₹800,000 per annum with performance-based bonuses.
  • Opportunities for career advancement in a growing company.
  • A vibrant, collaborative, and fun work environment.
  • Employee discounts on attractions and activities.

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