Customer Service Manager

We are looking for an ambitious and energetic Customer Service Manager to help us expand our clientele. You will be the front of the company and will have the dedication to create and apply an effective sales strategy. The goal is to drive sustainable financial growth through boosting sales and forging strong relationships with clients. We are primarily engaged in providing services like assists individuals or groups in planning, organizing, and booking various aspects of their travel arrangements.

We act as intermediaries between travellers and travel suppliers, such as airlines, hotels, car rental companies, and tour operators. We are the sub agents of the main agent of IATA based in UK. We operate in the travel industry and act as sub-agent of the main agent who is working under the IATA regulations. We leverage to provide personalized recommendations and advice to our clients.We also handle tasks such as booking flights, accommodations, ground transportation, and excursions, ensuring that all the necessary arrangements are made smoothly. We can also provide valuable insights on travel insurance, and local customs, helping travellers make informed decisions and avoid potential pitfalls.

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As a Customer Service Manager, the employee will need to:

• Overseeing the Customer Services teams
• Training and managing Customer Service Assistants and Representatives
• On-boarding and training new employees
• Setting customer satisfaction targets and working with the team to meet targets consistently
• Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs
• Creating customer loyalty programs to increase revenue and improve client retention
• Establishing Customer Service policies and procedures
• Staying updated on developments in the Customer Services field
• foster and develop relationships with customers/clients
• work strategically - carrying out necessary planning in order to implement operational changes
• seek ways of improving the way the business operates
• attend seminars, conferences and events where appropriate
• Conduct research to identify new markets and customer needs
• Arrange business meetings with prospective clients
• Promote the company’s products/services addressing or predicting clients’ objectives
• Provide trustworthy feedback and after-sales support
• Build long-term relationships with new and existing customers

Skills required:

The employee will need to have:

• The ability to remain patient and calm during stressful situations
• The ability to work well under severe pressure and to handle criticism well
• Administration skills
• Customer service skills
• Excellent verbal and written communication skills
• Attention to detail
• Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Docs
• Self-motivation to use their initiative and to innovate, when required
• good communication skills
• sales and customer-service skills
• diplomacy and tact
• innovation and energy
• commitment to people management
• the ability to lead and motivate a team
• sound judgement with attention to detail
• a genuine interest in travel
• an awareness of the current trends in travel (e.g. sustainable tourism) and knowledge of popular and upcoming destinations is also important
• an excellent telephone manner for making initial contact and for on-going communication with customers and business associates
• decision-making skills
• IT skills and knowledge of necessary software applications including Microsoft word, Excel, Power Point and other statistical analysis software
• interpersonal skills for building and developing relationships with clients
• written and verbal communication skills - needed for communicating with a range of people, both internally and externally, as well as presentation skills
• team working skills and a collaborative approach to work
• the ability to multitask and prioritise your workload and think strategically
• project management and organisational skills
• the ability to motivate yourself and set your own goals
• the ability to analyse sales figures and write reports
• Initiative and the confidence to start things from scratch
• Proficiency in English

Job Types: Full-time, Permanent

Pay: £39,000.00-£41,000.00 per year

Benefits:

• Gym membership
• Sick pay
• UK visa sponsorship
• Work from home

Flexible Language Requirement:

• English not required

Schedule:

• Flexitime
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Commission pay
• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Maidstone, ME15 6LE: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• Sales: 2 years (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: Hybrid remote in Maidstone, ME15 6LE