Customer Experience Team Manager - English Team (Pune)

Who you are

You have a proven track record in customer support management, ideally with experience in the travel or hospitality industry. Your leadership skills shine as you guide a diverse team, fostering a culture of excellence and collaboration. You understand the importance of customer satisfaction and are committed to enhancing the customer journey through innovative solutions.

You possess excellent communication skills in English, enabling you to effectively interact with customers and team members alike. Your ability to analyze customer feedback and implement actionable improvements sets you apart. You thrive in a fast-paced environment and are adept at managing multiple priorities while maintaining a focus on quality service.

Desirable

Experience in a multilingual support environment is a plus, as is familiarity with customer support tools and technologies. You are data-driven, using metrics to inform decisions and drive performance improvements. Your passion for travel and understanding of the industry trends will help you lead your team to success.

What you'll do

As the Customer Experience Team Manager, you will oversee the English support team, ensuring that all customer inquiries are handled promptly and effectively. You will develop and implement strategies to enhance the customer experience, leveraging feedback and performance metrics to drive continuous improvement.

You will collaborate with other departments to address customer issues and improve service delivery. Your role will involve training and mentoring team members, helping them develop their skills and achieve their career goals. You will also be responsible for setting performance targets and conducting regular reviews to ensure that the team meets its objectives.

In addition, you will analyze customer interactions to identify trends and areas for improvement. You will work closely with the product and technology teams to provide insights that can enhance the customer experience. Your leadership will be crucial in creating a supportive and engaging work environment that motivates your team to excel.

What we offer

Agoda offers a dynamic work environment where you can make a real impact on customer satisfaction. You will have the opportunity to work with a diverse team and contribute to the company's mission of making travel accessible to everyone. We provide competitive compensation and benefits, along with opportunities for professional development and growth within the organization. Join us in shaping the future of travel and delivering exceptional experiences to our customers.