Job Description
Travelstart: We pride ourselves on “Romancing our customers” and as a result we have arguably one of the most dedicated Customer Service teams in travel. Ownership and taking all queries full circle, we are recruiting for the best Customer Services Manager available in the market place.
Providing leadership and guidance to the Customer Experience and Processing Teams ensuring an excellent service experience for our clients resulting in a happy work environment for all team members. This includes constant questioning of the current status quo in order to find more effective ways of achieving tasks and setting processes. Reducing contacts per booking.
The key deliverables in this role will be to:
- Implement achievement of agreed targets and goals;
- Implement and drive KPI;
- Coach, support and guide team managers ensuring they will reach their goals;
- Ensure scheduling is optimized for workload and to forecast trends and volumes during and after work-hours;
- Maintaining good working relationships between all Travelstart teams;
- Maintain quality and quantity within all teams and identify where it is lacking (provide actions plans to address where it is lacking);
- Ensuring that set deadlines are met within the teams for all tasks and that set procedures are adhered to;
- Monitoring that the changes to website are communicated / implemented / tested before and after go live;
- Assisting managers with identification and action plans for website problems;
- Costs to be kept to a minimum (head counts and cost accounts);
- Growing profit accounts where possible as well as coming up with new ways of making profit;
- Ensuring a positive Customer Experience throughout all teams;
- Ensuring that Customer Feedback is used to improve the website, communication and internal processes where applicable;
- Assisting Customer Relations with high calibre complaints in exceptional cases;
- Overseeing that training and coaching needs are met throughout the teams;
- Ensuring timely and effective recruitment of people fitting the company profile and culture;
- Monitoring and ensuring the smooth operations of all customer communication channels;
- Maintain a positive morale throughout the office;
- Reporting and analysing of stats;
- Other duties consistent and within the scope of the position; and
- Ad-hoc projects and support to Operations Manager and Processing Manager.
Expectations:
The focus of the role will be:
- Smooth running of the Customer Experience and Processing Teams in conjunction with the Operations Processing Manager;
- Effective action plans being put in place for projects, unforeseen events and new processes adapting them where necessary and following through;
- Constant optimization between and within teams to ensure excellent service, that the workload is spread effectively and tasks are accomplished as cost effectively as possible;
- Guiding and supporting team managers ensuring they have necessary tools and support to achieve their goals; and
- Keeping the company culture positive so everybody enjoys working for Travelstart and coming to work.
Listed below are the minimum requirements with regards to skills, competencies and abilities needed for this role:
- Fluent in english (other languages would be beneficial);
- Excellent communication skills;
- Excellent writing and organisational skills;
- Conflict management experience;
- Good Excel, Word and PowerPoint skills;
- Strong reporting skills;
- Data Centric; and
- Time management skills.
Required Qualifications
Qualification:
Experience:
- Minimum of 6 years travel industry experience;
- At least 2 years of middle management experience essential; and
- At least 2 years of senior management experience would be beneficial.
We are looking for a Customer Service Manager who will fit into the Travelstart family.
The successful candidate will demonstrate the following characteristics:
- Self-Motivated and Self-Managing;
- Able to Multitask, structured approach, being able to prioritize;
- Holistic approach to the business;
- Confidence and assertiveness;
- Good attention to detail;
- Proactive, goal orientated and solution driven;
- Team player;
- Continually looking to exceed expectations.
Location
Western Cape
Cape Town CBD
General Details
If you are interested in this GREAT opportunity email your CV to hr@travelstart.com. The reference for this opportunity is “Customer Service Manager” please insert this into the subject line of your email application.
Any applicants not meeting the minimum requirements will not receive a response.
Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart.
Good luck!
Application details
HR
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