Head of Client Services

hace 2 meses

Ciudad de México, Ciudad de México Voyagu A tiempo completo

Voyagu is a forward-thinking and innovative travel agency leveraging technology to provide outstanding air travel solutions for discerning clients. With operational bases in key international cities, we are dedicated to delivering unparalleled customer experiences in the travel sector.

We are seeking an experienced and proactive Head of Customer Support to play a pivotal role in our organization. The successful candidate will be tasked with developing, executing, and refining support strategies aimed at boosting customer satisfaction and loyalty. This position demands a meticulous, process-oriented professional who is genuinely passionate about customer service. A robust background in international English-speaking firms catering to the U.S. market is essential, along with a demonstrated ability to navigate various sectors.

Key Responsibilities:

  1. Leadership and Team Development:
    • Guide and nurture the customer support team to achieve exceptional performance and service delivery.
    • Promote a collaborative and positive team environment that encourages innovation and ongoing improvement.
    • Create training initiatives and professional growth opportunities for team members.
  2. Process Design and Optimization:
    • Develop, implement, and continuously enhance customer support processes to improve efficiency and customer satisfaction.
    • Set and monitor key performance indicators (KPIs) to assess and drive support effectiveness.
    • Maintain thorough documentation of support procedures and policies.
  3. Customer-Centric Approach:
    • Ensure all customer interactions exemplify our dedication to exceptional, customer-focused service.
    • Act as the customer advocate within the organization, incorporating customer insights into service enhancements and product development.
  4. Operational Excellence:
    • Manage daily support operations, ensuring prompt and effective resolution of customer inquiries.
    • Implement and oversee support technologies to streamline processes and improve service capabilities.
    • Enhance support channels, including phone, email, chat, and social media, to provide a seamless customer journey.
  5. Quality Assurance and Continuous Improvement:
    • Establish and execute quality assurance initiatives to guarantee consistent and high-quality customer support.
    • Conduct regular evaluations and audits of support interactions to identify improvement areas and training requirements.
  6. Adaptability and Industry Knowledge:
    • Exhibit adaptability by successfully transitioning across diverse industries.
    • Stay informed about industry trends and best practices to ensure our support operations remain cutting-edge.

Qualifications:

  • Experience:
    • Significant experience in a senior customer support or service management position.
    • Background in international English-speaking organizations, particularly those serving the U.S. market.
    • Proven track record in designing and optimizing support processes that elevate customer satisfaction.
    • Experience across various industries, showcasing adaptability and a willingness to learn.
  • Skills:
    • Strong leadership and team management capabilities.
    • Excellent communication and interpersonal skills.
    • Highly organized and detail-oriented, with a commitment to excellence.
    • Deeply customer-focused mindset and enthusiasm for delivering outstanding support.
    • Proficiency in customer support software and tools.

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