Assistant Manager-customer Experience II Travel Triangle
Sierra-Cedar, Inc
Gurgaon
14d ago

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  • Listening to traveler issues and feedback with the highest standard of professionalism and courtesy
  • Maintaining relationship with travelers by calling and understanding their trip related feedback
  • Review customer complaints
  • Identify and be able to separate major problems and minor problems
  • Demonstrate innovation and good judgment / problem solving skills when making decisions
  • Coordinating with travel experts and vendors for resolving conflicts to ensure high quality of experience for travelers
  • Oversee the achievement and maintenance of agreed customer service levels and standards
  • Preparing weekly reports by tracking resolution and issues and vendor adherence to SLAs
  • Improve overall customer service experience
  • Develop and optimize service procedures, policies and standards
  • Help service providers achieve qualitative and quantitative targets
  • Improve working efficiency of service agents
  • Analyze statistics and compile accurate reports
  • Own and revise charter for Customer experience.
  • Solving key customer pain points / experience enhancements by working closely with different function.
  • Summarizing and Analyzing data for case-specific needs.
  • Map customer journey and develop listening points in the journey
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health success
  • Interested Candidate can share their profile at jatin.pamnani traveltriangle.com

    Keyskills

    Customer Service Customer Complaints Problem Solving problem management solving

    Desired Candidate Profile

  • Proven 2-4 years working experience as a customer service manager in E-commerce / Marketplace industry
  • Experience in providing customer service support
  • Excellent knowledge of management methods and skills an multiple tools available online (zendesk / freshdesk / zoho)
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Excellent communication (Written & Oral) skills in English
  • Basic computer knowledge with MS-Office and MS-Excel
  • Politeness
  • Customer service focus
  • Stress tolerance
  • Problem analysis and Decision-making
  • UG : Any Graduate

    PG : Post Graduation Not Required

    Doctorate : Doctorate Not Required

    Company Profile :

    Holiday Triangle Travel Private Limited

    In today's world, consumers are taking control of their every living act. In that sense, travelers have evolved too and for them, going on a holiday is more than just an activity -

    starts with accessing information from multiple channels, to talking to numerous service providers to strike deal with & to many micro-

    moments (turning into device whenever needed) to go through. In the end, what they can't completely comprehend and therefore is fearful of, is going to an unknown territory and the complications associated with it.

    Thus, comes TravelTriangle - an expert friend and holiday provider who will guide the traveler through the entire process of exploring, planning & booking holiday.

    We aim to make holiday planning an enjoyable and hassle-free activity and so, we stand for an innovative, reliable & tech-

    focused travel brand that is geared towards providing an end to end fulfilment of an amazing holiday booking and delivery experience.

    Currently operating as an online marketplace model bringing both the travelers, and trusted & expert travel agents on a common platform, the aim is to encompass all the components of holiday eco-

    system and be the one-stop solution for the traveler. We are not only making holiday planning an easy act by providing experts and good prices for holiday packages to the travelers, but also developing this network of experts who are our travel agents and exposing them to the state-

    of- art SAAS CRM opportunity of in-built algorithms to guide them through the lifecycle of purchase and give them access to million plus travelers.

    Co-founded by 3 IIT graduates - Sankalp Agarwal, Sanchit Garg and Prabhat Gupta, TravelTriangle is headquartered at Gurugram and operates with a versatile team of 500+ people.

    With the recent Series C funding of $12 Million from Nandan Nilekani and Sanjeev Aggarwal backed venture fund Fundamentum in early 2018, it is on its way of encompassing all the components of holiday ecosystem.

    It has already raised close to $20 Million funding in previous rounds from SAIF Partners, Bessemer Venture Partners and RB Investments put together.

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