Customer Success Specialist

CXC Team Management

• Hire, onboard, train & mentor the CXCs (Customer Experience Champions) to drive productivity, happiness, growth & success of CXCs
  
• Analyse & monitor various operational/ productivity data, set goals & plans aimed towards CX & operational efficiency and manage the CXCs to meet the goals
  
• Break down various operations relation broader objectives/ initiatives into a detailed plan and manage CXCs to efficiently execute the plan
  

Escalations Management

• Manage any severe escalations which couldnt be resolved by the CXCs
  

Process Optimization

• Ensure efficient & effective adoption of operational processes by the team
  
• Identify opportunities & make recommendations for process improvement aimed at enhancing CX/ operational efficiency
  

Hotel Operations

• Ensure efficiency in profiling & onboarding of hotels in coordination with team
  
• Manage relationships with key hotels as required
  
• Manage a team for hotel acquisition & hotel relationship management
  

Requirements

• 3-6 years experience in customer operations/ customer success role in B2C environment
  
• High degree of empathy and passion for customer experience
  
• Leadership qualities to build and lead a team
  

Benefits