Customer Service Operations Manager

3 weeks ago


Oxford, Oxfordshire, United Kingdom Tripadvisor Full time
Job Description

About the Role:

We are seeking a highly skilled Customer Service Operations Manager to join our team at Tripadvisor. As a key member of our global operations management team, you will be responsible for leading our customer support team and ensuring that our customers receive exceptional service.

Key Responsibilities:

  • Lead and manage a team of customer support agents, providing guidance and coaching to ensure they have the skills and knowledge needed to deliver excellent customer service.
  • Develop and implement processes and procedures to improve customer satisfaction, reduce escalations, and increase efficiency.
  • Collaborate with cross-functional teams, including quality, training, and human resources, to ensure seamless communication and alignment.
  • Monitor and analyze customer feedback and interactions to identify areas for improvement and implement changes to enhance the customer experience.
  • Develop and maintain relationships with key stakeholders, including customers, vendors, and internal teams.
  • Stay up-to-date with industry trends and best practices, applying knowledge to continuously improve customer service processes and procedures.

Requirements:

  • At least five years of experience managing a customer support team, with a proven track record of delivering exceptional customer service and improving customer satisfaction.
  • Strong leadership and management skills, with the ability to motivate and develop a team of customer support agents.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, vendors, and internal teams.
  • Ability to analyze complex customer feedback and interactions, identifying areas for improvement and implementing changes to enhance the customer experience.
  • Strong problem-solving skills, with the ability to think critically and make sound decisions in a fast-paced environment.
  • Proficiency in relevant applications, including CRM, customer support tools, and web-based content management systems.

What We Offer:

As a Customer Service Operations Manager at Tripadvisor, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply:

If you are a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role.



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