Customer Experience Manager

Location: Jaipur

Position Type: Full-time

Experience: Minimum 4 years

Role Overview:

As a Customer Experience Manager at Thrillophilia, you will be responsible for ensuring that our customers have an exceptional experience from the moment they engage with our platform to the end of their journey. You will oversee all aspects of customer interactions, resolve issues efficiently, and work closely with various teams to enhance the overall customer experience.

Key Responsibilities:

1. Customer Support:

- Manage and oversee the customer support team to ensure prompt and effective handling of customer inquiries and issues.

- Develop and implement customer service policies, procedures, and standards to ensure consistent and high-quality service.

- Monitor customer feedback and reviews to identify areas for improvement and address recurring issues.

2. Experience Enhancement:

- Collaborate with product and marketing teams to create and implement strategies that enhance the customer journey.

- Analyze customer interactions and feedback to identify pain points and opportunities for improvement.

- Design and implement initiatives to improve customer satisfaction and loyalty.

3. Team Leadership:

- Recruit, train, and mentor customer support representatives to build a high-performing team.

- Conduct regular performance reviews and provide constructive feedback to team members.

- Foster a customer-centric culture within the team and across the organization.

4. Issue Resolution:

- Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolutions.

- Liaise with other departments to resolve product or service issues affecting customers.

5. Data Analysis and Reporting:

- Monitor key performance indicators (KPIs) and prepare regular reports on customer service metrics.

- Use data and analytics to drive decision-making and continuous improvement in customer experience.

6. Customer Engagement:

- Develop and implement programs to engage customers and encourage feedback.

- Organize customer satisfaction surveys and focus groups to gain deeper insights into customer needs and preferences.

Requirements:

- Bachelor's degree in Business Administration, Marketing, Hospitality, or a related field.

- Minimum of 5 years of experience in customer service, with at least 2 years in a managerial role.

- Experience in the travel or hospitality industry is highly preferred.

- Strong leadership and team management skills.

- Excellent communication and interpersonal skills.

- Ability to handle high-pressure situations and resolve conflicts effectively.

- Proficiency in customer service software and tools.

- Strong analytical skills and attention to detail.

All About Thrillophilia -

At Thrillophilia, we're on a mission to make travel planning and booking effortless, so that travelers can focus on creating unforgettable memories.

Thrillophilia's journey is rooted in a passion for travel, exploration, and adventure. It began back in 2011 when the global market was still too young for online travel transactions. Ever since, we have grown to become India's largest online platform for experiential travel. An annual traffic of 150M+ Users, 5M+ Happy Customers, and a strong presence of 2.2M on our Instagram, reflects our commitment to providing memorable experiences and inspiring travelers worldwide.

Our platform boasts diverse and wholesome offerings, featuring over 25,000 experiences and 2,500 holiday packages in over 150+ Destinations. From adventurous and offbeat travel to luxurious options, our aim is to provide our customers with the best experiences possible. Thrillophilia simplifies travel planning by creating personalized experiences using our expertise in destinations, local networks, AI/ML logics, and automation. Our team provides a human touch, and on-trip support ensures the best trip of your life.

Bringing the finest travel ideas together, our team comprises young and lively folks who are passionate about travel, technology, marketing, partnerships, and more. Together, we have achieved many brilliant titles, such as YourStory's best places to Work (2013), ISB's BizQuest (2014), Singapore Bash's best startups (2016), London Mayor's IE20 (2017), and more.

If you are a motivated sales professional with a passion for international travel and adventure, we would love to hear from you. Apply now to join the Thrillophilia team and help us create unforgettable experiences for our customers.