Customer Service Manager

Key Responsibilities

• Manage day-to-day customer service operations for an OTA or online travel booking platform.
• Lead, mentor, and manage Team Leaders and Customer Service Executives to achieve operational targets.
• Handle escalated customer concerns related to flight bookings, cancellations, refunds, rescheduling, reissues, and itinerary modifications.
• Ensure timely and effective resolution of customer complaints and service requests.
• Monitor key performance indicators (KPIs), including CSAT, SLA, FCR, AHT, quality scores, productivity, and complaint resolution.
• Develop and implement strategies to improve customer experience, operational efficiency, and team performance.
• Coordinate with Ticketing, Operations, Quality, Finance, and other relevant departments to resolve complex travel-related issues.
• Ensure adherence to airline policies, fare rules, booking procedures, and applicable customer service standards.
• Analyze customer feedback, identify recurring issues, and implement corrective and preventive actions.
• Prepare and present daily, weekly, and monthly performance reports to senior management.
• Conduct performance reviews, coaching sessions, and training programs to enhance team capabilities.
• Manage staffing, scheduling, escalations, and resource allocation to ensure smooth operations.
• Maintain compliance with company policies, SOPs, and established service-level agreements.

Required Skills and Qualifications

• Minimum 6+ years of experience in customer service operations
• Mandatory: Prior experience working with an OTA platform or online travel booking business.
• Proven experience managing customer service teams, preferably Team Leaders and frontline customer service executives.
• Strong understanding of flight booking processes, cancellations, refunds, rescheduling, reissues, and travel-related customer queries.
• Must have hands on experience in GDS platforms such as Amadeus, Sabre, or Galileo.
• Strong leadership, people management, problem-solving, and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to manage escalations, meet service-level targets, and work effectively in a target-driven environment.
• Proficiency in MS Excel, reporting, performance tracking, and operational dashboards.

Share resume directly at santolina.pinaroo@wizfairtravel.com

Pay: From ₹60,000.00 per month

Work Location: In person