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Customer Relationship Manager

Customer Relationship Manager

Flight Guru

5 - 10 years

8 - 9 Lacs

gurugram

Posted:Just now| Platform:

Apply

Skills Required

customer service legal documentation legal operations customer handling quality control

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: Customer Care Manager UK Travel Process

Location:

years in a customer service or complaint-handling role within the UK travel domain

Job Overview:

We are looking for a proactive and experienced

Key Responsibilities:

Handle incoming customer service (CS) calls and post-sales travel-related concerns.
Resolve customer complaints effectively while maintaining high levels of customer satisfaction.
Address formal complaints filed through

ABTA,

ATOL, and other regulatory bodies.
Prepare and manage responses to legal notices, including

Small Claims Court

cases.
Liaise with legal advisors and regulatory agencies to ensure timely resolution of escalated issues.
Maintain detailed records of all customer complaints, actions taken, and outcomes.
Identify process improvement opportunities based on complaint trends and feedback.
Collaborate closely with the operations, sales, and legal teams to implement resolutions.
Ensure compliance with UK travel industry standards and consumer protection laws.

Required Skills and Qualifications:

Proven experience in customer service or complaint resolution in the

UK travel industry.
Strong understanding of

ABTA,

ATOL, and

UK travel consumer rights.
Experience handling

legal complaints

and preparing documentation for

small claims/legal proceedings.
Excellent verbal and written communication skills.
Ability to handle high-pressure situations with professionalism and empathy.
Detail-oriented with strong documentation and organizational skills.

Preferred:

Prior experience in a

B2C travel agency

handling UK clients
Knowledge of

GDS tools

(e.g., Amadeus) is a plus
Legal or paralegal background related to travel or consumer law (preferred but not mandatory)

If your profile matches the details mentioned above, please share your updated resume at 8447602888 or

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