Customer Service Manager

3 months ago

Bengaluru, India Karma Group Global Full time

Job Summary:

We are seeking a highly motivated and experienced Customer Service Manager to lead and oversee our customer service and reservations team. 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:

  • Preparing & Managing the department budget (leads/bookings and revenue), 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.


Qualifications:

  • Any Bachelors degree is must (Business Administration or Hospitality Management, or related field preferred)
  • A minimum of 5 years of experience in customer service, with at least 3 years in a managerial role.
  • Candidates should be currently based in Bangalore
  • Proven track record of leading and developing high-performing teams.
  • Strong knowledge of customer service principles and practices, particularly in reservations and hospitality.
  • Excellent communication, problem-solving, and interpersonal skills.
  • Ability to work under pressure, manage multiple priorities, and meet deadlines.
  • Proficiency in customer service software, CRM systems, and Microsoft Office.


Note:- This role may require working in shifts, including evenings, weekends, and holidays, depending on business needs.


The work environment is fast-paced and may involve managing a high volume of member interactions.

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