Job title: guest experience manager
we have organized hundreds of destination weddings, group getaways, family vacations, and tours. Our team is growing, and we are looking for goal-oriented individuals who enjoy working with like-minded people to grow together.
responsibilities
* manage a team of customer service agents, providing guidance, support, and training to ensure high service excellence.
* foster a positive and collaborative team culture, promoting open communication and knowledge sharing.
* investigate and resolve escalated issues related to destination weddings, ensuring swift and satisfactory resolutions.
* collaborate with the customer service team to address client concerns promptly and effectively.
* establish and maintain strong relationships with clients and vendors to ensure seamless communication.
* serve as the primary point of contact for escalated matters, demonstrating empathy and professionalism in all interactions.
* work closely with sales, customer service, and operation teams to identify root causes of escalations and implement preventive measures.
* provide valuable insights to improve processes and enhance the overall customer experience.
* anticipate potential issues and develop proactive strategies to mitigate challenges before they escalate.
* implement preventive measures based on data analysis and feedback to reduce the occurrence of escalations.
* monitor key performance indicators related to customer satisfaction and team performance, identifying trends and areas for improvement.
* develop and maintain escalation management metrics to measure the effectiveness of resolution processes.
* conduct training sessions for customer service representatives, focusing on conflict resolution, effective communication, and customer engagement.
requirements
* proven experience in customer service, preferably in the travel or wedding industry.
* strong leadership skills with experience in managing and developing teams.
* excellent communication and interpersonal skills.
* strong problem-solving abilities with a proactive and solutions-oriented mindset.
* familiarity with destination wedding logistics and travel planning is a plus.
* previous experience in escalation management or a similar role is highly desirable.
* fluency in english and conversational spanish.
* 5+ years in customer service and/or sales role leading a team.