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Job Description
- Improve performance by setting action plans and setting expectations to the team through the metrics.
- Maintains confidentiality of A.C.C.’s client’s & customer data
- Communicate management information and updates on policies and/or procedures to the operations team.
- Motivate staff to achieve all assigned targets and goals.
- Ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resources allocation and service improvements.
- Monitor the changing needs of the service, liaising with customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of clients.
- Supervise the team in accordance with the company policies and procedures.
- Resolve interpersonal issues within the team.
- Schedule team staff meetings and functions.
- Report to senior management on marketing/ tech / customer service metrics, opportunities, and threats.
- Ensure that the team follows established procedures for each service request adhering to agreed KPIs, SLAs and quality standards to maximize customer satisfaction.
Job Requirements
- Bachelor Degree ( Preferred in tourism)
- Another degree in Marketing is a plus.
- 5 years’ experience in the tourism field
- Travel experience is a MUST
- Customer Service Experience is a must
- Excellent Arabic and English (Spoken & Written)
- Excellent user of Microsoft package.
- Excellent communication skills
