Customer Care & Quality Manager

DEPARTMENT

:

Tour & Activities

LOCATION

:

Dubai

INTRODUCTION

OceanAir travel is the fastest growing travel & tourism agency in the UAE, as well as the top-ranked online travel service provider on the leading International Online portals.

MAIN DUTIES & RESPONSIBILITIES

Job Description:

  1. Handling customer complaints and avoiding low rating reviews
  2. Investigating immediately with our internal team and outsource suppliers in case of any complaints from our customers and taking the proper actions that helps the company to grow with better reviews.
  3. Analyzing any gap in the system and try to get it fixed with the operations team to ensure high quality of service. 
  4. Finding more value addition to increase the number of positive reviews. 
  5. Making outbound calls to customers booked our services and getting the feedback and star rating after the tours and services. In case of any complaints, take immediate actions to avoid the low rating reviews before the travelers leave the country.
  6. To record, review and respond to customer complaints without any delay. 
  7. Maintaining and delivering a first-class customer service experience to the organization.
  8. Representing the Brand name in a positive and professional manner.
  9. Apply “The Best standard and quality” and a close watch on all customer care and quality care areas.
  10. Set a clear mission and deploy strategies focused towards that mission.
  11. Develop best quality service procedures, policies and standards with your team.
  12. Keep accurate records and documents of customer service actions and discussions.
  13. Analyze statistics and compile accurate MIS reports to the management.

Main Prerequisites:

1 Excellent communication skills.

2 Proficiency in English and 2ndLanguage is either German, Italian, French or Spanish.

3 Sales oriented, positive attitude with a desire to succeed and a passion to travel and experience different cultures

4 At least 1-2 years’ experience in similar role.

EXPERIENCE REQUIRED

2 yrs & above

Age: Max 40 yrs


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