Customer Service Manager
3 months ago
**Deluxe Holiday Homes **is Dubai's leading vacation rental management firm, boasting a comprehensive suite of services that spans across vacation rentals, property management, real estate brokerage, and more. With a commitment to innovation, professionalism, and excellence, we manage over 680+ properties and employ a dedicated team of over 240+ professionals.
**About the Role**:
As a Customer Service Manager at Deluxe Holiday Homes, you will play a crucial role In this role, you will lead a team of customer service representatives to ensure exceptional service delivery to our clients.
**Responsibilities**:
- Directly manage a diverse team comprising virtual agents, specialized agents, escalation agents, customer service team admins, and supervisors.
- Structure and continuously improve the department to optimize performance and resource utilization.
- Set clear team and individual objectives, including KPIs and KPOs, and evaluate these metrics daily to drive departmental success.
- Design and implement a comprehensive structure for the customer service department.
- Develop and refine operational procedures, SOPs, and workflows from initiation to completion, ensuring efficiency and clarity in all processes.
- Possess deep expertise in CRM systems, support ticketing, and call system management.
- Ensure the effective use of technology to track customer interactions, analyze data, and enhance service delivery.
- Establish and maintain standard operating procedures, protocols, and service flows, ensuring a consistent and high-quality guest experience.
- Monitor and refine these processes to adapt to changing customer needs and company goals.
- Lead, mentor, and motivate the customer service team to achieve and maintain high standards of service
- Handle guest escalations personally, ensuring swift resolution and satisfaction.
- Collaborate closely with Operations, Housekeeping, Maintenance, and other departments to fulfill guest needs effectively.
- Regularly assess customer feedback, conduct service audits, and implement necessary improvements to service protocols.
**Benefits**
- Competitive salary Package;
- Medical Insurance Plan;
- Air Ticket Allowance;
- Comprehensive training and support;
- A dynamic and supportive working environment;
- A great working environment;
**Requirements**:
- Bachelor or master’s degree from hotel management or related.
- Proven experience in customer service management, particularly in a hotel apartments, Holiday homes or complex, multi-tiered team environment.
- Strong leadership skills with a track record of improving customer service delivery and team performance.
- Excellent analytical abilities to interpret service data and drive improvements based on findings.
- Superior communication skills, with the ability to foster relationships with team members, guests, and other departments.
- Collaborative attitude and willingness to work with cross-functional teams.
- Attention to detail and problem-solving skills.
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