Job Summary:

We are seeking a highly motivated and experienced Customer Service Manager to lead and oversee our customer service and reservations team. The ideal candidate will have a proven track record in customer service management, strong leadership skills, and a passion for ensuring exceptional customer experiences. This role is crucial in driving customer satisfaction, optimizing service processes, and leading a team dedicated to providing world-class service.

Key Responsibilities:

Team Leadership:

• Lead, coach, and develop a team of customer service and reservations agents to achieve high performance and professional growth.
• Foster a positive work environment that encourages teamwork, collaboration, and innovation.
• Monitor team performance, providing regular feedback, conducting performance evaluations, and implementing improvement plans as necessary.

Customer Service Management:

• Ensure the delivery of excellent customer service across all touchpoints, including phone, email, and online channels.
• Handle complex customer inquiries and escalations, resolving issues in a timely and efficient manner.
• Implement and monitor customer service metrics and KPIs, continuously seeking ways to improve service quality and efficiency.

Reservations Management:

• Oversee the reservations process, ensuring accuracy and efficiency in booking systems.
• Manage relationships with key departments and members of the Club to ensure smooth operations and optimal service delivery.
• Develop strategies to optimize booking processes, reduce errors, and increase customer satisfaction.

Process Improvement:

• Identify and implement process improvements to enhance the customer service and reservations experience.
• Collaborate with cross-functional teams to streamline operations and integrate new technologies or systems that support team objectives.
• Develop and maintain standard operating procedures (SOPs) for the team.

Reporting and Analysis:

• Prepare and present regular reports on customer service and reservations metrics, identifying trends and areas for improvement.
• Use data to make informed decisions and implement changes to improve overall team performance.
• Track and analyze customer feedback to inform strategic initiatives and enhance service delivery.

Budget Management:

• Preparing & Managing the department budget (leads/bookings and revenue), ensuring efficient use of resources.
• Compliance and Quality Assurance:
• Ensure compliance with company policies and quality standards.
• Implement regular quality checks and audits to maintain high service standards.

Qualifications:

• Any Bachelor’s degree is must (Business Administration or Hospitality Management, or related field preferred)
• A minimum of 5 years of experience in customer service, with at least 3 years in a managerial role.
• Candidates should be currently based in Bangalore
• Proven track record of leading and developing high-performing teams.
• Strong knowledge of customer service principles and practices, particularly in reservations and hospitality.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work under pressure, manage multiple priorities, and meet deadlines.
• Proficiency in customer service software, CRM systems, and Microsoft Office.

Note:- This role may require working in shifts, including evenings, weekends, and holidays, depending on business needs.

The work environment is fast-paced and may involve managing a high volume of member interactions.