Online Customer Support Manager

Job Description:

As the Online Customer Support Manager at Katara Hospitality, you will play a vital role in ensuring exceptional customer service is provided to our online customers. Your responsibilities will include overseeing the online customer support team, managing customer inquiries and complaints, and ensuring all customer issues are resolved in a timely and satisfactory manner. You will also be responsible for monitoring customer feedback and implementing strategies to improve the overall online customer experience.

Responsibilities: 1. Manage and lead the online customer support team to ensure all customer inquiries are handled promptly and professionally. 2. Develop and implement strategies to improve the online customer support process and enhance the overall customer experience. 3. Monitor customer feedback and reviews to identify areas for improvement and implement necessary changes. 4. Collaborate with other departments, such as marketing and IT, to address customer concerns and implement solutions. 5. Train and mentor team members to ensure they have the necessary skills and knowledge to provide excellent customer support. 6. Analyze data and reports to track key performance metrics and make data-driven decisions to improve customer satisfaction. 7. Stay up-to-date on industry trends and best practices in customer support to continuously improve processes and systems.

Requirements: 1. Bachelor's degree in Business Management or a related field. 2. Minimum of 8 years of experience in customer support, with at least 3 years in a managerial role. 3. Excellent communication and interpersonal skills. 4. Strong project management skills with the ability to multitask and prioritize tasks effectively. 5. Attention to detail and the ability to identify and address issues quickly and efficiently. 6. Energetic and reliable personality traits to drive innovation and maintain a positive work environment. 7. Proficient in Microsoft Office Suite and customer support software. 8. Ability to work in a fast-paced environment and adapt to changing priorities.

Benefits: 1. Relocation allowance for eligible candidates. 2. Disability insurance coverage. 3. Company-provided equipment to support remote working.

Working Environment: At Katara Hospitality, we are committed to exceeding customer expectations and delivering delight. Our team is dedicated to providing the best possible customer experience, and we value collaboration, innovation, and excellence in all that we do.

Deadline to apply: May 28, 2024

Equal Opportunity Statement: Katara Hospitality is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and empowered to succeed.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.