Head - Sales - Travel (12-20 yrs)
Location: Cochin (Work From Office)
Experience: 12+ Years
Key Responsibilities:
- Develop and implement a customer experience standard and process aligned with the broader goals.
- Establish customer service standards across all customer channels and touchpoints.
- Customer Channels: Call centers, websites, retail office
- Touchpoints: Emails, chats, WhatsApp, Facebook, airports, vouchers.
- Maintain service standards by conducting audits of customer channels and touchpoints, gathering feedback, and implementing corrective actions.
- Identify areas of improvement and optimize processes.
- Conduct training to ensure all teams adhere to customer experience standards.
- Manage case resolution for customer complaints across all touchpoints and channels.
