Fanatrips Customer Experience Supervisor

hace 6 días

Barranquilla, Atlántico, Colombia Overseas Network A tiempo completo US$640.000 - US$960.000 al año

Customer Experience Manager

About us:

Overseas Network has serviced travel agents worldwide since 2000 and designs one-of-a-kind experiences that are tailor-made to their clients' individual interests, travel styles, and budgets.

We specialize in the Americas and have explored just about every corner of this diverse continent to unearth the wildest, most original, and most authentic experiences.

Accommodation is just one piece of the story. Where others stop at lodging, this is where we begin. We don't have a brochure to choose from and we never build the same itinerary twice.

Instead, we dream big. We carefully consider every element of the traveler's experience; from the moment they take off to the minute they come back home.

We offer up an impressive variety of products and services, with our connections that are exclusive to Overseas. We negotiate contracts with vendors, get creative with our tailored recommendations, and manage every detail to perfection, sprinkling in the magic like no one else can.

Job title:

Customer Experience Manager

We are currently looking for a Customer Experience Manager with Sales approach. Proficiency in English located in Barranquilla, Colombia.

You will be expected, but not limited to comply the following tasks:

Customer Service Manager – Key Responsibilities

Team Leadership

  • Supervise and motivate the customer service team.
  • Hire, train, and conduct performance reviews.

Daily Operations

  • Oversee live chats, calls, and booking support.
  • Ensure smooth workflows and task delegation.

Customer Satisfaction

  • Handle escalated issues and ensure a seamless customer journey.
  • Monitor quality and resolve service gaps.

Sales Support

  • Guide team in upselling and promoting services.
  • Track sales performance and coach on improvements.

Cross-Department Collaboration

  • Work with other teams to solve issues and enhance service delivery.

Reporting & KPIs

  • Monitor metrics (CSAT, resolution time, upsells).
  • Report insights and suggest process improvements.

Training & Development

  • Organize regular coaching on systems, communication, and sales techniques.

Specifics:

  • Salary: To be agreed
  • Vacations: 15 business days, starts accumulating on the first day of employment.
  • Job type: Full time, 100% on site.
  • Schedule: Shifts to be determined on a weekly/monthly basis
  • Addon: All legal benefits.

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