Customer Service Manager at g126 Continental Travels

Job Summary

• The Customer Service Manager will be responsible for overseeing the day-to-day operations of the customer service department, developing service strategies, managing a team of customer service representatives, and ensuring consistently high levels of client satisfaction.
• The ideal candidate will bring strong leadership skills, a passion for service excellence, and, ideally, hands-on experience within the travel industry.

Key Responsibilities

• Lead, train, and supervise the customer service team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints
• Develop and implement customer service policies, procedures, and standards aligned with company objectives
• Monitor team performance through KPIs, call/ticket quality reviews, and customer satisfaction metrics
• Handle escalated customer issues and complex complaints with professionalism and a solutions-oriented approach
• Collaborate with sales, operations, and booking teams to ensure seamless customer journeys from inquiry to post-travel support
• Analyze customer feedback and service data to identify trends and drive continuous improvement initiatives
• Prepare regular reports on service performance, customer satisfaction, and team productivity for senior management
• Manage staff scheduling, workload distribution, and departmental budgets
• Stay current on industry trends, travel regulations, and best practices to enhance service delivery
• Ensure compliance with company policies and relevant industry standards

Requirements

• Bachelor's Degree in Business Administration, Hospitality Management, or a related field with a minimum of 5 years experience in a customer service management or supervisory role experience within the travel, tourism, or hospitality sector is highly desirable.
• Proven leadership and team management skills.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a calm, professional demeanor under pressure.
• Proficiency in customer service software, CRM systems, and MS Office Suite.
• Familiarity with travel booking systems (e.g., GDS platforms) is an advantage.
• Strong organizational skills with the ability to multitask and manage competing priorities.

Salary and Benefits

• N400,000 monthly.
• Competitive salary and performance-based incentives.
• Opportunities for professional growth and career advancement.
• A collaborative and supportive work environment.
• Health insurance, travel perks, Pension, etc.