Customer Experience Manager

2 weeks ago

Islamabad, Islamabad, Pakistan beBeeService Full time $50,000 - $75,000
Job Overview

The Customer Service Lead is responsible for managing the daily operations of the customer support team.

This role involves handling customer interactions, providing guidance and training to ensure service quality, and serving as the first point of escalation for customer issues.

The Lead will oversee team schedules, coordinate between customer service staff and internal departments, and track key service metrics such as customer satisfaction and booking accuracy.


Main Responsibilities
  • Real-Time Booking Monitoring: Monitor new bookings and promptly follow up on missing details required for assigning a tour guide.
  • Order Confirmation & Follow-up: Contact customers after they place an order to confirm booking details and prevent last-minute issues.
  • Customer Information Management: Ensure all essential fields are accurately completed in the booking system.
  • Customer Engagement: Communicate professionally with customers, answer questions, and provide guidance to improve their travel experience.
  • Post-Tour Follow-ups: Conduct scripted feedback calls with guests after tours. Calls will be recorded for quality assurance, market research, and service improvement.
  • Customer Insight Collection: Gather feedback and share insights with management to help improve guest experience and service delivery.
  • Issue Resolution: Handle booking-related concerns and escalate complex cases when necessary.
  • CRM & Data Entry: Maintain up-to-date, accurate records of all customer interactions and booking changes.

Leadership Duties
  • Team Oversight: Supervise and support a small team of Customer Service Representatives in ensuring adherence to schedules, policies, and performance standards.
  • Scheduling Support: Assist in coordinating shift coverage, especially on weekends and during staff absences.
  • Training & Coaching: Provide guidance, mentorship, and ongoing training to team members to ensure quality service.
  • Quality Assurance: Review team performance against service standards and provide feedback for improvement.
  • Collaboration: Act as a communication bridge between the customer service team and other internal departments.
  • Reporting: Track and report key service metrics, including customer satisfaction and booking accuracy.

Requirements
  • 4-6 years of experience in customer service, with at least 1–2 years in a leadership or supervisory role.
  • Strong verbal and written communication skills in English.
  • Ability to manage time-sensitive tasks in a fast-paced environment.
  • Comfortable working in EST time zone, including weekends.
  • Proficiency with CRM systems, booking software, and standard office tools.
  • Strong problem-solving and conflict-resolution skills.
  • A collaborative mindset with the ability to coach and mentor team members.

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