Customer Service Manager

3 days ago

Quezon City, National Capital Region, Philippines Discover Group of Travel Services Inc. Full time ₱600,000 - ₱1,200,000 per year

Job description:

As a Customer Service Manager for our travel agency, you will lead and oversee the customer service operations to ensure excellent client support across all communication channels. You will be responsible for supervising customer service representatives, ensuring proper handling and timely resolution of client concerns, and maintaining high service standards. This role requires strong leadership, problem-solving, and coordination skills, as well as the ability to manage interdepartmental communication and resolve escalated issues.

Key Tasks and Responsibilities

Team Oversight & Communication:

  • Supervise and guide the Customer Service team to ensure all client inquiries are acknowledged, endorsed, and resolved in a timely manner.
  • Continuously monitor client messages from the meta-page, phone, and email, ensuring representatives properly endorse concerns to the correct department.
  • Maintain smooth communication with internal departments (Reservations, Visa, Sales, Finance) to expedite client case resolution.
  • Ensure representatives provide written summaries of client concerns and resolutions for accurate documentation.

Case Management & Follow-ups:

  • Regularly review and track client cases, ensuring no inquiry or concern remains unresolved.
  • Provide clients with status updates and ensure departments comply with turnaround times.
  • Manage escalated client issues and complaints requiring higher-level intervention.

Refund-related Management:

  • Handle sensitive refund-related cases in collaboration with the Customer Service Officer.
  • Clearly explain refund procedures, including undertaking, quit-claim forms, and release processes, to clients when necessary.
  • Schedule and facilitate meetings with clients to endorse forms and processes.
  • Ensure proper documentation of refund cases and provide consistent updates to management.

Reporting & Documentation:

  • Prepare and review daily and weekly summary reports of client concerns, endorsements, and resolutions.
  • Provide management with insights and recommendations for improving customer service processes.

Qualifications

  • Bachelor's Degree in Business Administration, Tourism, Hospitality Management, or a related field.
  • At least 1-2 years of experience in customer service, with 1 year in a supervisory or managerial role, preferably in the travel or hospitality industry.
  • Strong leadership and team management skills with the ability to coach and motivate staff.
  • Excellent communication and interpersonal skills, both verbal and written.
  • Strong problem-solving, conflict resolution, and decision-making abilities.
  • Ability to multitask, work under pressure, and handle escalated client issues effectively.
  • Proficient in using customer service software, CRM systems, and Microsoft Office applications.
  • High attention to detail, strong organizational skills, and commitment to customer satisfaction.

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