Senior Customer Support - OTA

Description Apt Resources is looking for an experienced and dedicated Senior Customer Support professional to join the team for one of their clients in the Online Travel Agency (OTA) sector. In this role, you will be responsible for enhancing the customer journey by addressing inquiries and resolving issues efficiently while providing top-tier service. Your expertise will be crucial in managing customer interactions across multiple channels, ensuring customer satisfaction remains a top priority.

Responsibilities

• Manage and mentor the customer support team to achieve high performance while ensuring alignment with company goals.
• Develop and implement customer support strategies that enhance the overall customer experience.
• Handle complex customer inquiries and complaints, providing timely resolutions that exceed expectations.
• Analyze customer feedback and trends to continuously improve services and support processes.
• Collaborate with other departments to effectively address customer needs and facilitate seamless service delivery.
• Maintain up-to-date knowledge of product offerings and services to provide accurate information to customers.
• Create training materials and conduct workshops to enhance team skills and knowledge.
• Design and implement customer engagement initiatives to strengthen customer loyalty.
• Track performance metrics and provide reports to management for assessment and strategic planning.
• Ensure compliance with company policies and industry regulations while delivering exceptional service.

Requirements

• Bachelor's Degree or equivalent experience.
• Minimum 5 years of experience in customer support, preferably within the OTA or travel industry.
• Strong leadership skills and experience in team management.
• Excellent problem-solving skills with a customer-centric approach.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong verbal and written communication skills.
• Proficient in customer service software and CRM tools.
• Understanding of current trends in the OTA industry.
• Ability to travel occasionally as required.