Customer Service Manager/Head

1 week ago

Quezon City, National Capital Region, Philippines PAPH TRAVEL AND TOURS Full time

Job Summary

The CSR Head for the Travel Agency is responsible for overseeing the customer service department to ensure exceptional support and assistance to clients throughout their travel planning, booking, and post-travel experiences. This role leads the customer service team, manages escalations, monitors service quality, and ensures that every client receives professional, timely, and accurate service aligned with the agency's standards.

Key Responsibilities

Leadership & Team Management

  • Lead, train, and supervise the customer service team to deliver outstanding service to clients.
  • Set performance goals, conduct evaluations, and provide coaching to improve skills and productivity.
  • Prepare team schedules and ensure adequate coverage during peak seasons and travel periods.
  • Promote a positive work environment focused on teamwork, service excellence, and continuous improvement.

Customer Service Operations

  • Oversee daily customer service operations across all communication channels (phone, email, social media, chat).
  • Ensure accurate handling of inquiries related to tour packages, travel requirements, reservations, payments, rebooking, and cancellations.
  • Manage escalated cases including booking errors, travel concerns, refund requests, and client complaints.
  • Maintain service consistency in responding to travel-related inquiries and updates.

Travel Industry Expertise

  • Stay updated with airline policies, visa requirements, travel advisories, and destination guidelines.
  • Provide support to the team in understanding travel procedures and industry standards.
  • Coordinate closely with tour coordinators, ticketing officers, and operations staff for smooth and accurate customer transactions.

Quality Assurance & Process Improvement

  • Monitor customer satisfaction, feedback, and service metrics to identify areas for improvement.
  • Develop and implement service strategies that enhance client experience and retention.
  • Review and improve customer service scripts, protocols, and workflows tailored to travel services.
  • Ensure proper documentation of all customer interactions and case resolutions.

Cross-Department Collaboration

  • Work with Sales, Marketing, HR, Operations, and Documentation teams to ensure seamless service delivery.
  • Provide insights on recurring customer concerns to improve travel packages, policies, and service guidelines.
  • Support marketing initiatives by ensuring consistent customer engagement and timely responses.

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