About the role
This is an exciting opportunity to join my client's team as a Customer Experience Manager (Online Travel Agency, Up to $8k, Team Builder).
This is a full-time role that is hybrid.
As the Customer Experience Manager, you will play a key role in driving exceptional customer service and building a high-performing team to support the company's online travel agency business.
What you'll be doing
- Manage a team of customer service representatives, providing leadership, coaching and development to ensure they deliver excellent customer experiences
- Monitor and analyse customer feedback and data to identify areas for improvement and implement strategies to enhance the customer journey
- Collaborate with cross-functional teams to design and implement customer-centric initiatives and process improvements
- Develop and implement training programs to upskill the team and foster a culture of continuous learning and development
- Establish and monitor key performance indicators to track the team's productivity, efficiency and customer satisfaction
- Provide regular reports and recommendations to senior management on the customer experience and department performance
What we're looking for
- Significant experience (5+ years) in a customer service management or customer experience leadership role, preferably within the online travel industry
- Proven track record of building, managing and developing high-performing teams to deliver exceptional customer service
- Strong analytical and problem-solving skills to interpret customer data and drive continuous improvement
- Excellent communication and interpersonal skills, with the ability to effectively liaise with stakeholders at all levels
- Proficient in using customer relationship management (CRM) systems and data analysis tools
- Passion for delivering outstanding customer experiences and a commitment to continuous learning and development
HOW TO APPLY:
Interested applicants, kindly send your resume in MS WORD format to
We regret only shortlisted candidates will be notified.
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