1. Customer Service Operations:

Manage and lead a team of customer service representatives to ensure the timely and effective resolution of customer inquiries, concerns, and feedback.
Develop and implement customer service policies, procedures, and standards to maintain consistency and quality across all interactions.
Monitor customer service metrics, including response time, resolution rate, and customer satisfaction, and implement strategies for continuous improvement.

2. Online and Offline Customer Support:

Oversee customer service efforts across various channels, including online platforms (website, mobile app, social media) and offline touchpoints (partners, retail channels, events, etc.).
Collaborate with the internal marketing team to optimize online and automation tools, FAQ sections, and knowledge bases to enhance the customer experience.
Ensure consistency in service delivery and messaging across all online and offline customer touchpoints.

3. Internal Communication:

Facilitate effective communication and collaboration between the customer service team and other departments within the organization
Relay customer feedback, insights, and trends to relevant departments to drive product/service improvements and enhance overall customer satisfaction.
Provide regular updates and reports to senior management on customer service performance and initiatives.

4. External Corporate Communication:

Serve as the primary point of contact for external stakeholders, including customers, vendors, partners, and regulatory bodies, regarding customer service-related matters.
Represent the company in a professional and customer-centric manner, addressing inquiries, resolving issues, and maintaining positive relationships.
Collaborate with the internal teams to manage external communication channels, including press releases, social media, and customer newsletters

Golden Destinations