You want to create innovative solutions by taking the customer view first? Solutions that help our customers and hotels optimize their experience by offering exceptional customer service along the journey? Then join our team and create an impact as an intrapreneur.
The Customer Service (CS) Operations Manager is responsible for overseeing external teams of customer service agents with our call center service partners for our HRS Enterprise Solutions Business Unit globally, servicing traveller and hotels.
The primary duty is the enablement of agents answering customer questions and resolving problems, acting as escalation point while setting team goals, monitoring progress, onboarding and training staff members.
You will actively shape the future of the customer service chapter for our corporate customers in close collaboration with our Director of Customer Service. Together with your team you will build a service experience for our customers that aims to solve every customer or hotel complaint satisfyingly with the first interaction of our customer service workforce.
While managing quality assurance of our service level agreements, you actively contribute in idea generation and execution to simultaneously drive savings in customer service through optimization of processes and automation.
