Head of Customer Support

3 days ago


Mumbai, Maharashtra, India FyndBridge Consultants & Advisors Full time

For one of our client in the Hospitality sector based at Mumbai :

  • Lead Guest Support Strategy: Define and implement a comprehensive guest support vision that aligns with our luxury brand promise
  • Innovative Guest Experience Management: Utilize automation and AI to personalize guest interactions and streamline support processes.
  • In-Person Problem Resolution: Be available to resolve complex guest issues in person, whether at the office, at the port, or during group events, ensuring guests feel valued and supported.
  • Advanced Process Automation: Implement and manage automated systems to reduce response times and enhance operational efficiency.
  • Multi-Channel Excellence: Oversee support across all channels (voice, email, chat, social media) to ensure consistent, high-quality service.
  • Social Media Management: Ensure that all guest interactions on social media are handled effectively, making guests feel heard and cared for.
  • Data-Driven Service Enhancements: Leverage analytics to continuously improve service quality and operational efficiency.
  • Team Leadership & Development: Inspire and mentor your team, fostering a culture of empathy, innovation, and excellence.
  • Guest Escalation and Problem Solving: Handle complex issues with a focus on quick and effective resolution.
  • Performance Metrics & Continuous Improvement: Monitor and enhance key service metrics like CSAT, FTR, and TAT.
  • Cross-Functional Collaboration: Work closely with Sales, Marketing, Operations, and Digital teams to ensure a seamless guest experience
  • Feedback and Data Utilization: Leverage guest feedback and analytics to drive service enhancements and strategic decisions.
  • Continuous Improvement & Innovation: Stay ahead of industry trends by implementing the latest technologies and best practices in customer support.

Experience : 18+ years



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