TBO – Manager – Customer Experience Operations

• As a fastest growing B2B platform our priority is purpose-building scalable systems.
• Adopting industry leading technologies to support best-in-class business capabilities for high performing and scalable solutions.
• Fast response to the evolving regulatory environment and helping to meet the firm’s regulatory commitments by addressing internal and external commitments.

Job Summary:.

• The Operations Manager – Customer Experience is responsible for overseeing the overall customer service operations within TBO.
• This role focusses on ensuring a seamless and satisfactory customer journey from booking to post travel support, enhancing customer loyalty and driving service excellence.
• This requires collaborating with various departments and teams, implementing service standards, working on enhancements through product and process improvements and utilizing customer feedback to continuously improve the customer experience.

Key Responsibilities:.

• Oversee daily operations of the customer service team, ensuring high levels of performance.
• Lead, mentor, and motivate a team of customer service representatives, providing ongoing training and development opportunities.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Implement strategies and process improvements to enhance the overall customer experience.
• Handle escalations ensuring timely and effective resolution.
• Coordinate with suppliers and partners to resolve customer issues and improve service delivery.
• Utilize CRM systems and other technologies to manage customer interactions and data.
• Prepare regular reports on customer service metrics, performance, and feedback.
• Manage the customer service budget, optimizing resources to achieve operational goals.
• Ensure cost-effective practices without compromising service quality.

Qualifications:.

• Bachelor’s degree in operations management, Business Administration, Hospitality Management, or a related field.
• Master’s degree preferred.
• Proven experience in a customer service or operations management role, preferably in the travel industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and other relevant technologies.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast paced, dynamic environment.
• Strong organisational and multitasking skills.
• High attention to detail and commitment to excellence.

(ref:iimjobs.com)