
Exceptional Service Manager
7 days ago
Job Overview
The Exceptional Service Manager will lead a team to ensure excellent service delivery. Key responsibilities include handling customer inquiries, resolving issues, coordinating with operations, and driving improvements in customer satisfaction.
Key Responsibilities
- Manage a team of guest experience specialists to deliver exceptional service during each shift
- Work on weekends but take two consecutive weekdays off as your weekend day
- Be accountable for team and direct reports' metrics to reach productivity, efficiency, and quality goals
- Oversee customer communications and provide support via phone, SMS, WhatsApp, chat, and email
- Resolve escalated customer issues quickly and fairly
- Manage reservations calendar and booking platforms
- Support trust and safety tasks
- Contribute to policy adherence and new technology implementation
- Ensure system adherence and process documentation
- Schedule team shifts for 24/7 coverage
Qualifications
- 3+ years of service industry experience
- 2+ years of management experience managing a customer service team or call center
- Effective communication and organizational skills
- Strong analytical, strategic, and collaborative skills
- Able to write SOPs and provide process improvements
- Independent and reliable with strong time management skills
- Proactive and able to act decisively when needed
- Fearless handling of customer issues with a calm demeanor
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