TBO.com has emerged as India’s Leading B2B Travel Portal since its establishment in 2006. For over a decade now, we are enabling our partners to serve their customers efficiently, with the right pricing and inventory. Ever since our introduction, we are delivering a wide range of travel solutions for the travel agents and tour operators across India including metro cities like New Delhi, Bangalore, Mumbai, Chennai, and Kolkata to help them take their business to new heights. For more details pls login to www.tbo.com

Job Profile

• We are seeking a senior profile for Customer Service Head/Lead Role. Customer Service- lead/Head will direct and oversee the organizations customer service operations.

Job Title: Lead/ Head-Customer Service

Scope Of Work (Responsibilities)

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyse customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Performs other related duties as assigned.

Skills & Qualifications

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.
• Preferably Female Candidate.

Education And Experience

• Bachelor’s degree required.
• At least 10-15 years of related experience required, with prior management experience highly preferred.

(ref:iimjobs.com)