Customer Service Manager

7 mesi fa

Roma, Italia Kuoni Tumlare A tempo pieno

**About the Role**:
The Customer Service Manager is responsible for leading the team in providing excellent customer service. They will monitor and assign workload as well as other tasks and projects for the team. They must also manage the team's performance, working to maintain a high level of customer satisfaction. The Customer Service Manager will also be responsible for coordinating with other departments and suppliers and leading the emergency response team in the event of a crisis.

**Key Responsibilities**:

- Lead the team in providing excellent customer service, by monitoring and assigning workload, in order to ensure enquires are responded to in a professional and timely manner.
- Keep GM informed about team via reports, statistics, and meetings.
- Support with HR matter such as: hiring and planning staff holidays and permits, to ensure best coverage throughout the year.
- Define and achieve team targets, by managing team performance and conducting annual appraisal reviews, identifying staff mentoring and coaching needs.
- Maintain a positive work environment by optimizing and clarifying processes to increase productivity and efficiency.
- Coordinate and lead the emergency response team.
- Coordinate with responsible departments in case of quality issues.
- Plan and coordinate team and own business travel such as inspections, tour attendance, meet & greets and client/supplier meetings and other business projects.
- Carry an emergency after-hours mobile phone

**To succeed in the role, you should have**:

- Previous experience in customer service or the travel industry.
- Business level English and Italian is essential (both verbal and written).
- Knowledge of any third language is desirable (e.g., Japanese, Mandarin, Korean).
- Strong experience and good market cultural knowledge for our destination as well as our clients.
- Computer literacy - experience in working with Microsoft packages is desirable.
- Good business reporting/statistic producing skills are preferred.

**We are looking for a person who has**:

- Strong problem-solving skills.
- Excellent written and verbal communication skills.
- Enthusiasm in delivering outstanding results.
- The ability to prioritize and multi-task in a complex environment and work under pressure.
- Ability to build good relationships with suppliers and customers (both internal and external).
- Motivated person, team player with pro-active attitude.
- Good leadership and time management skills.

**What We Offer**:

- Opportunity to work in an international environment.
- Diverse & Inclusive culture.
- Learning and training opportunities for growth.
- Dedicated Employee Engagement Activities.
- Flexible & Remote Working.

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