Co-Founder & CEO at MiStay
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MiStay - Customer Operations Specialist (2-7 yrs)
CXC Team Management :
- Hire, onboard, train & mentor the CXCs (Customer Experience Champions) to drive productivity, happiness, growth & success of CXCs
- Analyse & monitor various operational/ productivity data, set goals & plans aimed towards CX & operational efficiency and manage the CXCs to meet the goals
- Break down various operations relation broader objectives/ initiatives into a detailed plan and manage CXCs to efficiently execute the plan
Escalations Management :
- Manage any severe escalations which couldn't be resolved by the CXCs
Process Optimization :
- Ensure efficient & effective adoption of operational processes by the team
- Identify opportunities & make recommendations for process improvement aimed at enhancing CX/ operational efficiency
Hotel Operations :
- Ensure efficiency in profiling & onboarding of hotels in coordination with team
- Manage relationships with key hotels as required
- Manage a team for hotel acquisition & hotel relationship management
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