Product Support Specialist working with customers to resolve inquiries and technical issues via phone and email. Collaborating in a hybrid environment with a focus on service excellence.
About the role
- Customer Service Manager leading a high-performing team for Intrepid Travel. Ensuring prompt service and driving operational efficiency in customer support activities.
Responsibilities
- Lead a high-performing team that ensures every customer interaction is prompt and supportive.
- Set the tone for a customer-centric culture, empowering your team to achieve KPIs, surpass targets and continuously improve.
- Drive operational efficiency, performance improvement and exceptional customer experiences.
- Enhance service delivery by tracking performance and establishing best practices.
- Collaborate across departments to ensure customer feedback translates into actioned improvements.
- Coach your team to implement new initiatives, ensuring world-class customer service.
Requirements
- 5 years' experience in customer service, including 3 years in a leadership role.
- Previous team management experience, including training, coaching, and performance development.
- Proven track record of driving operational improvements and meeting KPIs.
- Strong data analysis and reporting skills
- Great understanding of customer service processes across multiple channels (phone, email, live chat)
- Excellent communication skills, with the ability to engage teams and customers.
Benefits
- Flexible work arrangements, work-from-home and the ability to 'work from anywhere' 4 weeks a year
- A free Intrepid trip every year, plus generous discounts for families, and close friends
- 5 extra days of leave a year for use on Intrepid trips
- A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.
- Access to e-learning platforms, professional development and mentor programs
- 20 hours of volunteer leave every year to use on causes most important to you
- Employee Assistance Program, a 24/7 service that offers counselling for you and your family
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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