Customer Care Manager

Position Overview:

Managing, overseeing and assessing customer service team and Guest Relation Officer activities, and providing them with regular performance-related feedback. Strategizing and monitoring the daily activities of customer service operations.

The Customer Care Manager is responsible for overseeing and managing the customer service team to ensure that all customer inquiries, concerns, and issues are addressed effectively and efficiently. This role is crucial in maintaining high levels of customer satisfaction and enhancing the overall experience for travelers. The Customer Care Manager will work closely with various Inbound and Operations departments to ensure that the companys services meet or exceed customer expectations.

Responsibilities:

Team Leadership and Scheduling:

● Manage, Lead, and motivate the customer service team and Guest Relation Officer

representative, ensuring the team operates efficiently and maintains a positive attitude.

● Coach and develop team members, fostering a culture of growth and continuous improvement.

● Set clear performance goals for the team and provide continuous coaching, feedback, and training.

● Conduct regular team meetings to address issues, share updates, and encourage collaboration.

● Foster a culture of excellence in customer service, with a focus on customer-centric solutions.

Customer Care Operations:

● Ensure all customer care channels (phone, email, messaging apps) are monitored and adhere to company guidelines.

● Responsible for handling customer interactions by working in shifts with the team to receive calls, messages, emails, requests, and complaints, and communicating with customers on behalf of the company.

● Ensure the customer care log is timely prepared, accurately and timely input with the necessary info by all involved team members.

● Be able to undertake activities for specific projects and/or programs as per request

● Ensure timely notification of the direct superior and relevant cross-departmental leaders

regarding any issues that have generated negative feedback.

● Responsible for recruiting, supervising, training, and developing staff and interns within the Customer Care department, including conducting performance evaluations.

● Address and resolve escalated customer issues, ensuring a swift and satisfactory resolution.

● Identify and assess customers needs to achieve satisfaction and help to exceed expectations

● Build sustainable relationships of trust, through open and interactive communication with clients

● Provide accurate, valid and complete information to clients on the spot by using Tour plan and EXO systems

● Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure any issues are resolved while clients are still in-house

● Help to establish and maintain client communication procedures, guidelines and policies

● Ensure all Guest Relations Officers (GROs) conduct daily courtesy calls and client visits,

particularly for Luxury clients, VIPs, Asia Voyage Clients, and accompanying agents. Additionally, oversee coordination between the Customer Care team, tour guides, and GROs.

● Investigate In-house & post-travel complaints from clients and agents and come up with a suitable solution or compensation.

● Import customer care skills knowledge to the team and provide or assist in training to guides or new customer care team members.

Quality Control and Process Improvement:

● Regularly review and analyze customer care reports to track performance and identify recurring issues.

● Present findings to department managers and collaborate on developing actionable strategies to enhance service quality and prevent future occurrences.

● Set and monitor Objectives and Key Results (OKRs) focused on reducing repeat issues and improving customer satisfaction.

● Work with contracting, product and operation departments to establish quality & safety requirements for existing new service suppliers.

● Define quality check procedures in conjunction with operations and product departments.

● Make suggestions on how to improve the quality and safety of our services and assist with implementing them.

● Assist operations in supplier and guide training.

● Collect and analyze appreciation forms from guides and share data reports on a weekly basis with the GM, Inbound, Operation and Product department to improve and avoid future issues.

● Record data collected from appreciation forms and use it to evaluate and grade our guides and main service suppliers and share it with relevant departments.

● Establish a Customer Care Database with data for inbound and other departments to access.

Managerial Task:

● Liaise with the other departments within EXO Travel Indonesia and coordinating and

collaborating with other Customer Care departments across EXO Destinations and Head Office for cross sharing information and best practices.

● Develop and maintain excellent relations with clients, agents and suppliers

● Develop and improve together with the Customer Care and Guest Relation Officer team, the best Practices for in-house client communication and interdepartmental cooperation, between IB/CC & OPS.

● Prepare a Monthly Customer Care Report to the General Manager.

Training & Development:

● Ensure that all customer service team members are well-trained on company products, services, company values, visions and SOP

● Provide continuous professional development opportunities for team members.

● Conduct performance reviews of senior team members and develop action plans to address areas for improvement

● Take charge of managing critical situations or emergencies involving customers, such as

disruptions in tours or travel arrangements, ensuring clear communication and swift and

effective resolutions.

● Develop and implement contingency plans to address common disruptions and issues.

Qualifications:

● Good command of both written and spoken English (other languages are an advantage, French is preferred).

● Indonesian citizenship.

● Bachelors Degree or higher in relevant field.

● Experience in the Tourism field is a requirement, experience in customer care or operations is an advantage.

● Minimum 5 years of Experience in a similar role.

Skills:

Leadership:

o Demonstrated ability to lead, motivate, and maintain a high-performance team.

o Experience in managing shift-based work schedules in a 24/7 operational environment.

Communication:

o Excellent interpersonal and communication skills, with the ability to effectively

negotiate and resolve conflicts.

o Proven ability to develop and maintain productive working relationships with internal

and external stakeholders.

Analytical:

o Strong analytical skills with a proven track record in data-driven decision making and

quality control.

o Competency in using Zendesk and other customer service software to pull reports and

analyze data.

Organizational:

o Exceptional organizational and multitasking skills, capable of working under pressure

and prioritizing tasks effectively.

Note: This job description is dynamic and not intended to be all inclusive. You may perform other duties as negotiated to meet the ongoing needs of the organization.

Job Type: Full-time

Information :

• Company : EXO TRAVEL INDONESIA
• Position : Customer Care Manager
• Location : Denpasar
• Country : ID