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Assistant Manager - Customer Service

People are at the core of Fareportal. Product innovation and Engineering are what drive Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship products CheapOair and OneTravel, receive over 200 million visitors annually.


Fareportal is hiring a highly talented and motivated Assistant Manager for Pure Customer Service. The manager will drive innovation by leading teams across Customer satisfaction, revenue generation and Quality assurance for Fareportals brand. You will be responsible for not only developing industry leading ideas, but also working cross functionally to turn these ideas. You and your team will be responsible for crafting the vision, defining and defending customer satisfaction.

 

Responsibilities  -

  • Quality Control : To ensure 100% FCR, zero complaints. Ensuring the Quality & CSAT scores above 90% .
  • Revenue: To ensure team meets revenue/transactions goal for the month. Absorptions are below 1% of revenue
  • Attrition Handling : Ensuring attrition is kept below 3% per month
  • Administrative Responsibilities: UL not exceeding 3% per month and total shrinkage is below 10% for the process
  • Coaching and Feedback of Direct Reportees ,ensure all DRs are provided with required and real time feedback and coaching to enable successful essaying of roles
  • Shift Management Ensure that all shifts that are assigned are managed real time and Organizational and team objectives are achieved.

Requirement - 

  • Travel Industry Knowledge with minimum of 6 years of experience in Customer Service with 2 years being in a Leadership role
  • GDS Knowledge
  • Presentation skills
  • Should have proficient knowledge of MS Office preferably MS Excel and Powerpoint

 

What we offer -

  • Plenty of vacation time
  • Free transportation
  • Complimentary meals
  • Recreation lounge 
  • Team building activities
  • Fun team outings
  • Unlimited coffee

 

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