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17/09 RJ Naidu
SEO Analyst at Vervenest Technologies Pvt Ltd

Views:51 Applications:13 Rec. Actions:Recruiter Actions:0

Manager - Customer Care - Hospitality (7-10 yrs)

Pune Job Code: 234194

Customer Care Manager - Hospitality Industry 

1) Need to have prior experience with a call center handling international customers as an Assistant Manager or as a Senior Team Leader or a Team Coach.

2) Experience is hospitality industry would be an added advantage.

3) Should be a graduate. Good communication skills is a must, both verbal and written. Should not have mother tongue influence during verbal communication

4) Be able to handle customer escalation calls and provide appropriate solution to win the customer and help resolve customer's issues.

5) Should ensure customer complaints escalated are closed at the Customer Care Manager level and not escalated further.

6) Be able to coordinate with cross-functional teams for the necessary information to handle and resolve customer complaints.

7) Prepare monthly reports and share them with necessary stakeholders within the designated timelines.

8) Need to be a team player and ensure required support and guidance is provided to team members.

9) All the service level parameters are achieved every month.

10) Run a quality check of team agents calls & emails and suggest appropriate training or coaching, as necessary to improve agent's performance.

11) Ensure complete respect and decorum is maintained with internal and external customers at all times.

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