Customer Service Manager

This role will lead and optimize the customer service team to deliver exceptional support, ensuring seamless customer experiences and driving service excellence through strategic initiatives.
Key daily tasks and objectives include:
1. Manage and supervise the day-to-day activities of the customer service team, ensuring smooth workflow and adherence to company standards.
2. Train and mentor customer service representatives through ongoing coaching, and feedback sessions, emphasizing best practices in communication, system usage, and effective problem-solving techniques to drive sustained team performance.
3. Address customer complaints or concerns promptly and professionally, providing appropriate solutions or alternatives within agreed timelines to maintain customer satisfaction.
4. Prepare regular reports on customer service performance, analyzing key achievements, identifying challenges, and proposing recommendations for continuous improvement.
5. Daily communication with the feeder partner and collaborate with the Shanghai T/S team and the PHX customer service team regarding customers' special booking requests and destination-related issues.
6. Alert and escalate recurring customer issues or pain points to the Asia office customer service manager, providing detailed analysis and recommendations for systemic improvements.
7. Generate and implement initiatives to enhance customer experience, leveraging market insights and customer feedback to drive service innovation.
8. Support and contribute to the development and execution of company strategies, including projects and system enhancements, aligned with business objectives.