Responsibilities

Lead, supervise, and manage a team of 2–5 Customer Service Representatives (CSRs), focusing on customer retention, handling in-house comeback clients, managing refund requests, and ensuring efficient booking processes.

• Monitor team performance to meet customer retention goals, booking targets, and refund timelines effectively
• Provide continuous coaching, feedback, and training to team members, particularly in managing customer concerns related to bookings, refunds, and client re-engagement
• Manage and resolve escalated issues related to bookings, refunds, and client concerns, ensuring timely and professional resolutions
• Conduct regular performance reviews and one-on-one meetings with team members to track progress and address challenges
• Foster a positive and collaborative team culture, ensuring that CSRs are motivated and empowered to achieve retention and satisfaction goals
• Oversee the management o...