Address CVFR Travel Group
Business Address: George Street, Sydney, NSW 2000.
Position Title: Full-time Customer Service Manager
Salary: AUD 73,150 + Superannuation
The Employer is a leading travel group based in Sydney, NSW searching for a skilled Customer Service Manager to join their team and be a part of something exceptional.
The CSM will be responsible for developing and reviewing policies, managing the Customer Service team, and ensuring customer satisfaction through after-sales services.
Tasks include:
• Overseeing the daily operations of the Customer Service department.
• Training and mentoring Customer Service representatives.
• Monitoring team performance and providing feedback.
• Resolving escalated customer complaints in a timely and efficient manner.
• Investigating and addressing issues related to bookings, cancellations, and travel disruptions.
• Ensuring customer satisfaction and retention.
• Creating and implementing policies for handling customer inquiries and complaints.
• Establishing standard operating procedures for the Customer Service team.
• Updating policies based on customer feedback and industry changes.
• Collecting and analysing customer feedback through surveys, reviews, and direct interactions.
• Tracking key performance indicators (KPIs) such as customer satisfaction scores and response times.
• Implementing changes based on feedback to improve service quality.
Skill level required:
• Minimum bachelors degree in Business Management or Customer Service Management
• 2 Years’ experience in travel/airline industry in a similar capacity, supervisory/management experience is a must
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Able to work in a fast-paced environment
• Good team player
Please send your CV to ****@businessnest.com.au. We will only consider applications with an attached resume sent to our email. Please include the job role title in your email.
