As the Customer Service Manager, you'll lead and motivate a team of Customer Support Advisors in a call center setting, ensuring top-tier customer service.
You'll oversee team performance, drive KPI targets, and continuously improve processes to enhance customer satisfaction.
Your role will involve managing complex customer queries, complaints, and critical incidents while fostering strong relationships with internal teams and suppliers.

Build strong customer relationships by exceeding their expectations.

Handle complex customer inquiries and complaints, including long-standing issues.

Manage critical incidents, such as emergencies for customers abroad.

Analyze customer service data to assess and improve service levels.

Develop and implement policies, procedures, and standards.

Lead and develop the team, setting clear KPIs and providing regular feedback.

Collaborate with internal teams and suppliers to resolve issues and improve processes.

Solid understanding of customer service principles.

Calm and professional when handling difficult situations and complaints.

Strong verbal and written communication skills.

High attention to detail and decision-making ability.

Experience in a call center environment.

Leadership skills with the ability to motivate and guide a team.

Ability to stay focused and deliver results in a fast-paced environment.

Experience in the travel industry.

Complaint handling experience.