Job description:
Position Title
Senior Executive Ops & Customer Support – Journify
Reports To
Manager Operations & Customer Support
Role Purpose
The Senior Executive Customer Support plays a crucial role in overseeing and managing the customer support operations of the company. They are responsible for ensuring exceptional customer service delivery, resolving escalated issues, and implementing strategies to enhance customer satisfaction and retention. This position requires strong leadership skills, extensive knowledge of customer support processes, and the ability to effectively manage a team
Key Accountability
- To build, maintain and maximise the utilisation of the CRM architecture to drive efficiency and productivity. This includes the utilisation of Social Studio as a comprehensive social listening tool.
- To monitor and do periodic checks and to provide support with system upgrading, enhancement and rectification for any defect to ensure system is optimise and running smoothly.
- To analyse and translate data extracted from the system/social platforms and producing cohesive reports that are ready for end user’s consumption.
- Prepare, and analyse reports on business partner’s performance and quality checks.
- To monitor and highlight operational inconsistencies in terms of performance, quality, system irregularities and to guide the development of remedial activities
- Perform quality checks on merchant interactions to ensure the set standards are met by business partner.
- Manage and monitor business partners administrative matters i.e. system access, training development, etc.
- Any other duties and responsibilities that may be assigned to you by the management from time to time, for the effective implementation, maintenance and continual improvement delivered timely and with accuracy
Qualifications
Degree / Diploma in Education, Arts, Mass Comm , Business & Management with 4 years’ experience in Customer service, administration, marketing, or a related field, , with a background in Reservation, Ticketing & enrich providing an added advantage.
Special / Professional Certificate
Certificate in customer service, with a background in Reservation, Ticketing & enrich providing an added advantage.
Yeas of Experience - 4 years of experience working in the aviation industry or a related field
Areas of Experience - Proficient in written and verbal communication, with a background in Reservation, Ticketing & enrich providing an added advantage.