Customer Service Manager

1 week ago

Perth, Australia CVFR Travel Group Full time

Manage key client relationships and add value through the provision of analysis & recommendations, service delivery resolution.
- Responsible for developing and maintaining business relationships, driving the Travel market segments, developing & implementing sales strategies to generate business, personal and group KPl's and targets
- Monitoring all incoming Travel Agents feedback
- Coordinating the efficient function of responding to all client communication in a timely manner
- Registering all incoming feedback - keeping accurate records
- Distributing all feedback for the purpose of investigation
- Highlighting positive feedback and employee achievements to encourage service excellence
- Collating all necessary information to assist with providing an accurate response
- Drafting well-written responses to all feedback (with the assistance of templates & manager's direction) to bring all Customer Relations files to a satisfactory outcome for all parties
- Commitment to delivering exceptional customer service
- Assisting with monthly and seasonal reporting for all departments and products
- Closely monitoring customer concerns relating to our legal and ethical responsibilities whilst being an industry leader in client relationship handling.
- Assist in setting up new agent accounts into internal database.
- Reviewing & evaluating current systems.
- Formulating and driving sales activities and establishing strategy, policy, process & implementation;
- Managing the Sales & Marketing Budget and evaluating the effectiveness of spend;
- Motivating, managing and leading staff to excel in their performance;
- Developing the company's CRS training and coaching staff on the best strategies to move forward.
- Initiating & influencing a clear sales change management process based on the business sales strategy; and
- Attending and representing the company at industry functions

Pay: $75,000.00 - $85,000.00 per year

Work Authorisation:

- Australia (preferred)

Work Location: In person

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