Customer Service Manager
hace 7 días
Barcelona
Job Description - Customer Service Operations Manager VIP (Travel Plus/FinTech) Clients About the Role We are seeking a dedicated and experienced Customer Service Operations Manager to guide our teams of Customer Service who assist VIP B2C and B2B clients with their travel needs. The ideal candidate will have a strong background in customer service, preferably within a B2C and B2B travel environment (fintech experience is a plus), with a proven ability to lead, coach, and motivate our customer service department to deliver exceptional service to our clients. The successful candidate will be responsible for overseeing all aspects of our customer service operations, ensuring exceptional service delivery, and driving continuous improvement. This role requires a strategic thinker with strong leadership skills and a proven track record in managing customer service teams. This is an in-office position, and you will be required to work from your local office. What You'll Do • Lead, train, and mentor multiple teams of Customer Service, fostering a positive and productive work environment., • Oversee the handling of calls and emails, ensuring professional assistance to top VIP clients with bookings, cancellations, special requests, and modifications., • Provide guidance and support to the team in resolving issues related to hotel reservations, including discrepancies or unexpected changes, and in collaborating with hotel partners for quick resolutions., • Act as an escalation point for unresolved issues, providing expert assistance and maintaining clear communication with clients and stakeholders throughout the process., • Monitor team performance against SLAs and KPIs, implementing strategies to improve efficiency and customer satisfaction., • Demonstrate and instill a customer-first mindset within the teams, ensuring each client’s needs are understood and addressed effectively., • Collaborate with other departments to streamline processes and improve the overall customer experience., • Conduct regular team meetings, performance reviews, and provide constructive feedback to team members., • Monitor and analyze customer service metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify trends and areas for improvement., • Implement and optimize customer service tools and technologies, including CRM systems and communication platforms., • Prepare and present regular reports on customer service performance to senior management., • Stay up-to-date with industry best practices and emerging trends in customer service. What We're Looking For • Minimum of 10 years of experience in customer service, with at least 5 years in a leadership or supervisory role, ideally in a B2C and B2B travel environment., • Fluent in English, with exceptional verbal and written communication skills (TOEFL is recommended). Additional languages are a plus: French, Spanish, Arabic, • Solid experience with B2B clients, email and call etiquette, including the ability to handle calls professionally and write clear, concise, and professional responses., • Proven ability to work well under pressure and manage multiple priorities in a fast-paced environment., • A strong sense of ownership and accountability, with the ability to lead a team in moving cases forward with urgency., • Excellent attention to detail and advanced problem-solving skills., • Flexibility to work shifts, including evenings, weekends, holidays, and night shifts, to support a global operation. This role is an in office position and you will be required to work from your local office., • Demonstrated ability to motivate and develop a team, fostering a high-performance culture., • Proficiency in CRM software and customer service tools. If you are a proactive, detail-oriented leader with a passion for providing exceptional travel experiences and fostering a high-performing team, we would love to have you join us!