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Manager - Customer Service

People are at the core of Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship product CheapOair, receives over 100 million visitors annually.    

Fareportal is hiring a highly talented and motivated Customer Service Manager. You will be responsible for effectively managing and creating a highly motivated and focused Customer Service and Sales. You will assist in developing and implementation of incentive strategy and program to drive revenue goals and improve CSAT. You will eventually help Reduce Customer Complaints by proactively training and enforcing a strong commitment to customer satisfaction

Responsibilities:

  • Drive Customer Service and Sales Strategies to meet established goals and targets.
  • Analyze and present findings on daily MIS report if there is a shortfall or overage in actual compared to target in CS, Sales, Attendance and other areas.
  • Provide Service & Resolution to Customers and Clients with regards to their Travel. Bookings/Arrangements over the Phone and through Emails.
  • The Incumbent would be Responsible for saving as well as generation of Revenue through Quality in Service.
  • Liaise with WFM / and preparing Monthly or weekly roster based on the Occupancy.        
  • Responsible for revenue generation based on the given targets.
  • Provide leadership to operations management team (direct reports).
  • Take ownership and accountability for the performance of direct reports while acting as a mentor encouraging career growth and opportunity in a professional environment.
  • Serve as a point of contact for India operations to all global stakeholders.
  • Effectively manage and create a highly motivated and focused Customer Service and Sales.
  • Set clear targets for the teams and monitor performance.
  • Reduce Customer Complaints by proactively training and enforcing a strong commitment to customer satisfaction.
  • Formulate proposals, present findings and roll out corporate initiatives.
  • Assist in developing and implementation of incentive strategy and program to drive revenue goals and improve CSAT.

Requirements:

  • Post Graduate degree preferred. 
  • Must be fluent in written and spoken English. 
  • International Process/Clients (US & Canada)
  • Very Proficient with World Geography.
  • Minimum 10 years relevant industry experience, with a minimum of 5 years in a Customer Care and/or BPO environment.
  • Experience in a multinational travel environment with direct call centre / service delivery experience 
  • Working knowledge and experience with GDS (Sabre/Amadeus) booking, Exchanges and ticketing formats, processes and procedures.
  • Advanced analytical skills and understanding of contact centre metrics
  • Ability to work in a 24x7x365 days environment

 

What we offer

  • Free transportation
  • Complimentary meals
  • Recreation lounge
  • Team building activities
  • Fun team outings
  • Unlimited coffee

 

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