Escalation Manager

Roles & Responsibilities: Deliver world-class customer service to our customers, while responding to customer inquiries and concerns via multiple channels (calls, chat, mobile messaging) End-to-End Escalation Management: Successfully handled high-priority customer escalations related to bookings, cancellations, refunds, and host disputes, ensuring fair resolutions Enhance our customers’ experience by identifying opportunities to offer products based on our customer needs Meet and exceed quality Metrics and productivity targets. Customer Satisfaction & Retention. Real-Time Query Resolution: Assisted customers with urgent booking modifications, overbookings, host cancellations, and refunds, ensuring seamless travel experiences. Should have managed Social Media. Overseeing the brand's online reputation across various platforms, including social media, forums, and review sites. Team Management. Preferred Skills With relevant experience of 8-15 years in the travel industry Display a passion to serve by delivering outstanding service in every interaction with our Customers The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers Strong interpersonal, communication, verbal, and written skills Assertiveness to handle difficult conversations Excellent negotiation, influencing, and resourcefulness skills Critical, analytical, and forward-thinking with problem-solving skills, and strong attention to detail Confidence to work in a virtual environment Show more Show less