Customer Care Manager (with French)
My client, a leading Inbound Tour Operator based in Dublin City are seeking to hire an experience Customer Care Manager.
TITLE OF VACANCY:
Customer Care Manager, French Speaking Groups Department (12 month FTC Maternity Cover)
Responsibility for Management & Coordination of French Customer Care Team.
Coordination of workload between staff to ensure operational delivery of booked services.
Ensuring all French Group & Operational timelines are adhered to.
Coordination and responsibility for booking Guiding services.
Liaison with Business Development & French agents
This role is based in the Dublin office reporting to the Director of Customer Care & Operations.
- To oversee the French Customer Care team and coordinate the operational tasks and functions with the local management to ensure smooth and efficient product delivery.
- Ensure all Operational and Customer Care timeframes are adhered to.
- Creation and checking of group Itineraries.
- To be the first escalation point for Complaint and issue resolution.
- General Staff Management and associated administration.
- Train, manage and mentor staff and students to ensure best practise for the customer Care Team.
- Resolve quality control issues with suppliers as required to ensure standards are maintained.
- Complaint handling and resolution with agents.
- Continually strive for efficiency and process improvements.
- Implementation of group wide process initiatives
- Out of hours emergency phone handling
- Any other duties or supporting tasks as assigned from time to time by your Director
EDUCATION & QUALIFICATIONS:
- 3rd level or relevant experience in similar role
- Very good knowledge of MS Office
- Fluency in French and English required (oral & written)
- Good knowledge of the Irish and UK tourism industry products a distinct advantage.
- Excellent organisational skills with good attention to detail.
- Excellent customer care and communication skills.
- Team player able to work in a busy environment.
REPORTING TO: Director of Customer Care & Operations.
SALARY: Negotiable depending on experience
Full time position, 5 days per week
Salary subject to experience but guideline will be €32-40k
Apply with CV (MS Word format) to:
APB.ie/ Travel Recruitment
Vacancy No: 7132/DF
Job Title: Customer Care Manager.
Location: Dublin City.