Customer Service Manager

•Responsible for the company’s customer experience delivery. •Monitor the experience by contacting customers at every stage of their interaction with the company to ensure they are experiencing the best of our service. •Make recommendations for the enrichment of our service, and you will direct the sales personnel on areas of improvement. •You will be the face of our customer experience to the customers. Handle and/or escalate customers’ concerns to the management promptly. •Supervise the customer care team. •Ensure a smooth customer interaction from the point at which they have received a quotation from a tour consultant in the sales team up to the end of the tour itinerary. •Gather customer feedback with a view to maximising our conversion, and make certain that the customers appreciate our service. •At the end of every period pre-determined by the company, file with management work return reports. •Conduct performance appraisals for your team and ensure competency and

•Excellent analytical and negotiation skills. •Good communicator- oral and written. •Good organizational and time management skills. •Computer proficiency and excellent knowledge of tour and travel soft wares (applications) •Pleasant and bubbly personality. •Ability to manage difficult clients calmly and with respect

•Diploma or degree in Business Administration from a recognised institution •At least 5 years’ experience in customer service, 2 years of which must be at a senior level