Customer Service Manager

Job description:

This role requires strong leadership, problem-solving, and coordination skills, as well as the ability to manage interdepartmental communication and resolve escalated issues.

Key Tasks and Responsibilities

Team Oversight & Communication:

• Supervise and guide the Customer Service team to ensure all client inquiries are acknowledged, endorsed, and resolved in a timely manner.
• Continuously monitor client messages from the meta-page, phone, and email, ensuring representatives properly endorse concerns to the correct department.
• Maintain smooth communication with internal departments (Reservations, Visa, Sales, Finance) to expedite client case resolution.
• Ensure representatives provide written summaries of client concerns and resolutions for accurate documentation.

Case Management & Follow-ups:

• Regularly review and track client cases, ensuring no inquiry or concern remains unresolved.
• Provide clients with status updates and ensure departments comply with turnaround times.
• Manage escalated client issues and complaints requiring higher-level intervention.

Refund-related Management:

• Handle sensitive refund-related cases in collaboration with the Customer Service Officer.
• Clearly explain refund procedures, including undertaking, quit-claim forms, and release processes, to clients when necessary.
• Schedule and facilitate meetings with clients to endorse forms and processes.
• Ensure proper documentation of refund cases and provide consistent updates to management.

Reporting & Documentation:

• Prepare and review daily and weekly summary reports of client concerns, endorsements, and resolutions.
• Provide management with insights and recommendations for improving customer service processes.

• Bachelor’s Degree in Business Administration, Tourism, Hospitality Management, or a related field.
• At least 1-2 years of experience in customer service, with 1 year in a supervisory or managerial role, preferably in the travel or hospitality industry.
• Strong leadership and team management skills with the ability to coach and motivate staff.
• Excellent communication and interpersonal skills, both verbal and written.
• Strong problem-solving, conflict resolution, and decision-making abilities.
• Ability to multitask, work under pressure, and handle escalated client issues effectively.
• Proficient in using customer service software, CRM systems, and Microsoft Office applications.
• High attention to detail, strong organizational skills, and commitment to customer satisfaction.