Customer Experience Manager at Bitsin Travels And Tours

JOB PURPOSE

We seek a skilled Customer Experience manager who will work to deliver seamless customer service. S/he will ensure increase of customer’s loyalty to our brand and ensure effective customer’s interaction. S/he will ensure to analyze customer evaluation and feedback. Ideal candidate should have a background in customer relations and experience in travel & tourism industry.

RESPONSIBILITIES

• Build and maintain relationships with customers.
• Conduct business reviews to ensure customers are satisfied with our products and services.
• Ensure customers know about other services the company offers.
• Escalate and resolve areas of concern as raised by customers.
• Record details of inquiries, comments, and complaints.
• Conduct and analyze customer satisfaction surveys and reviews.
• Monitor company performance against service level agreements and flagging potential issues.
• Lead the development of new solutions to meet customer’s changing expectations.
• Study competition to find new ways to retain customers.
• Keep abreast of market trends.

REQUIREMENTS AND SKILLS

• Bachelor's Degree or its equivalent in any relevant field.
• Proven years of experience working as a customer relationship manager or a track record of managing client relationships.
• Strong interpersonal skills and an ability to build rapport with customers.
• Good managerial and organizational skills which involve multitasking and rapt attention to details.
• Business acumen.
• Great analytical skills for decision making and problem solving.
• Good team player.
• Interest in company’s growth and self-development.
• Proficient with Microsoft Office programs.
• Background in customer service; industry knowledge (travel & tourism) is essential.