Vistara Jobs

Job Description: Customer Service Manager

Position: Customer Service Manager Location: Bangalore Corporation Building, Bangalore Company: Vistara

Job Summary: We are currently seeking an experienced and customer-oriented Customer Service Manager to join our team at Vistara. As a Customer Service Manager, you will lead a team of customer service representatives, ensuring exceptional service delivery and customer satisfaction. Your primary responsibility will be to oversee and manage all aspects of the customer service department, including resolving customer inquiries, handling complaints, and implementing strategies to enhance the overall customer experience. The ideal candidate for this position should possess strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer service.

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Responsibilities:

1. Team Leadership and Development: Manage and motivate a team of customer service representatives, providing guidance, training, and performance feedback. Foster a positive and collaborative work environment that encourages employee growth and development.
2. Customer Issue Resolution: Handle escalated customer inquiries and complaints, ensuring prompt and satisfactory resolutions. Act as a point of contact for complex customer issues, working closely with the team to find appropriate solutions and provide exceptional customer support.
3. Customer Experience Enhancement: Continuously assess and improve the customer experience by implementing strategies, processes, and procedures that enhance customer satisfaction and loyalty. Identify areas for improvement and collaborate with cross-functional teams to implement necessary changes.

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Skills and Qualifications:

• Bachelor's degree in Business Administration, Hospitality, or a related field is preferred.
• Proven experience as a Customer Service Manager or a similar leadership role.
• Excellent leadership and team management skills.
• Strong customer focus and ability to handle challenging situations with professionalism and empathy.
• Exceptional communication and interpersonal skills.
• Problem-solving and conflict resolution abilities.
• Knowledge of customer service principles and practices.
• Proficient in using customer service software and MS Office applications.
• Familiarity with the airline or hospitality industry is a plus.