Customer Service Manager (Travel)

Manage customer data and establish standardized workflows while taking full responsibility for the overall operations of the Customer Service department.
Coordinate cross- functionally with Sales, Operations, and Marketing teams to ensure a consistent and seamless customer journey.
Act as the primary point of contact for handling customer complaints, ensuring timely and effective resolution.
Collaborate with the Marketing team to develop: Program launch plans; Long- term communication and promotional campaigns.
Conduct market research to design innovative and competitive loyalty programs aligned with the company’s target customer segments.
Proactively identify opportunities to enhance the customer experience through: New service offerings, Personalized customer experiences, Improved customer communication methods.
Track and analyze program effectiveness.
Oversee the daily implementation and operations of the loyalty program.
Develop and implement Standard Operating Procedures (SOPs) for all customer interactions.
Monitor and evaluate staff performance through KPIs, productivity, and service quality metrics to ensure professional customer service delivery.
Monitor and analyze customer feedback from multiple channels (surveys, online reviews, direct interactions) to identify trends and areas for improvement.
Recruit, train, and develop the Customer Service (CS) team.
Design and develop the structure of the Customer Loyalty Program.
Develop and standardize customer care scripts and communication guidelines.
Prepare periodic reports on: Service quality, Customer satisfaction levels, Team performance and productivity.

Bachelor’s degree or higher required.
Female, 25 – 35 years old.
Minimum 3 years of experience in a similar position within the hospitality, tourism, or travel industry.
Fluent in English.

Nghỉ lễ, Tết, nghỉ việc riêng theo quy định.
Trang thiết bị làm việc.
Tham gia BHXH, BHYT, BHNT.
Chế độ thai sản, ốm đau, tai nạn lao động.
Nghỉ phép năm.

Cập nhật gần nhất lúc: 2026-03-13 05:00:06