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)

Role

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.

CORE DUTIES 

  • 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

OTHER REQUIREMENTS:

  • 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

AVAILABILITY:   Immediately

 

Full time position, 5 days per week

Salary subject to experience but guideline will be €32-40k

 

Apply with CV (MS Word format) to:

David Fitzsimons

APB.ie/ Travel Recruitment

Email: david@apb.ie

Vacancy No:                                                                            7132/DF

Job Title:                                                                                  Customer Care Manager.

Location:                                                                                  Dublin City.

Salary:                                                                                       €32-40k.

Author Information

Travel Agent: Irish Travel Agents Association