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20/09 Narayanan
Manager - Talent Acquisition at Smartwork Consultants

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Team Lead - Customer Experience - Holiday Booking Platform (3-5 yrs)

Madurai/Tamil Nadu Job Code: 234676

Team Lead - Customer Experience 

We are hiring Team Lead - Customer Experience for India's biggest holiday booking platform in Madurai 

Responsibilities :

- As a CH Associate you work as an individual contributor. 

- You will be a part of a pod of 4-5 members.

- You will be handling the day to day, helping the pod complete it's daily roles.

- You will focus on a couple of destinations and become an expert in it.

- As an Associate CH, your core job involves handling support groups (providing live concierge to travellers), calling customers to get their feedback, reaching out to customers to get reviews/pictures and doing your bit in keeping customer happiness high :)

- Yours is the first level of customer escalations.

- Striving for immediate resolution of customer grievances.

- You play the role of a mentor for the management trainees in your Pod and other Pods.

- You will be involved in giving your Pod manager data, give daily status updates, work on mini projects, etc.

Requirements :

- 3 to 5 years experience in customer service/customer support.

- Strong communication skills both written and verbal. Can articulate thoughts well.

- Should be a self-starter, willing to get their hands dirty.

- Patience is key and the ability to keep anxiety levels to a minimum is a must.

- Should be willing to handle randomization and realize that it's the only constant in any startup.

- Flexibility in shifts. Open to working in a roster. You will be slotted in one of the two shifts.

- Should also be open to any future expansion into night shifts.

- Knowledge in Excel will be an added plus.

- Prior participation in NCC / Sports would be an added advantage.

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