Customer Service Manager
Fun Tours LLC
Total years of experience :5 years, 10 Months
• Resolved customer complaints and disputes efficiently while adhering to company policy and taking appropriate quick decisions in advance in case of expectation of negative ratings from customers in order to preserve excellent
ratings on the portals.
• Implementing strategies for continuous improvement in customer experience by monitoring customer feedback.
• Created competitive pricing strategies to ensure company tour products stand out for customers compared with other tour suppliers on established portals.
• Communicated with the higher management of different established portals via phone, email, and in-person meetings in order to negotiate terms & conditions, prices and agreements so that the company could offer additional suitable products to customers on their portals, leading to an increase in income.
• Trained new hires and gave direction to staff members in resolving challenging customer inquiries in order to maximize productivity.
• Managed over 100 bookings per day through reputable platforms like GetYourGuide, Expedia, Viator, Headout, etc, with exceptional customer service and ensuring accuracy and efficiency.
• Handled customer booking inquiries, reschedule tour date requests, cancellations, and special requests via WhatsApp chats, emails, and phone calls.
• Ensured that multiple tours were managed in an effective and timely manner on a daily basis.
• Ability to anticipate customer needs and offer an upgrade or add-on activity that maximized profits
• Ensure that customers who walk in are greeted promptly, efficiently, and courteously.
• Utilized effective communication techniques to present company tour products & services to customers and aligned products with customer needs to boost satisfaction.
• Assisted customers with product selection by providing detailed product information and responding to all customers reservation requests and maintained accurate customer service at all time.
• Identified opportunities for product upsells and cross-sells during the sales process.
• Managing systems that are set up within the reservation department to ensure accurate handling and monitoring of live chats website, emails and phone calls.
• Met or exceeded performance metrics, including call handling time, sales targets, and customer satisfaction scores.
• Followed up with customers to maintain satisfaction and encourage repeat business.
• Analyzed customer feedback data to improve customer experience satisfaction levels and handled customer complaints in a courteous and efficient manner.