Customer Experience Manager

  Vancouver

Description

Job Description:THIS IS US Cruise Connections is the largest single-location cruise retailer in Canada. For over 25 years, our family of vacation architects have continually strived to create unique and personalized travel experiences. “One Guest at a Time…” We are grounded by a deep appreciation for the precious nature of our guests’ vacation time, and a passion for exceeding their expectations. From cruises and flights, to hotels, tours and travel insurance — our experienced and dedicated team is committed to delivering an exceptional and differentiated guest experience. THIS IS YOU A driven, reliable experienced professional with passion for delivering an exceptional guest experience for its valued clients. The goal is to continually increase guest satisfaction, loyalty and retention. You possess strong analytical skills and numerical proficiency with the ability to solve complex problems and identify key metrics. You have an excellent communication and interpersonal skills. You are a strategic thinker and an effective leader who is able to drive the company towards profitability and long-term success. You have a minimum of 5 years experience in Customer Service Management. You love travel and if you’d previously worked in the Travel Industry, even better! We would love to meet you. This is an immediate and a full-time position with an opportunity for continued growth and advancement. Responsibilities:Team Development & Management: Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Service Excellence: Achieves customer service objectives by preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying customer service trends; determining system improvements; implementing change.Financial Performance: Meets customer service financial objectives by identifying revenue opportunities through the sale of ancillary services and other add-ons; preparing an annual budget; analyzing variances; initiating corrective actions.KPI’S: Determines customer service requirements by maintaining contact with customers; conducting surveys; benchmarking best practices; analyzing information and applications.Continuous Quality Improvement: Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing change.Education: Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizationsInnovation: Seeks to continually improve KPI scores, customer retention and advocacy through the use of automation and other elements of innovation. Education and ExperienceRelevant Bachelor’s Degree (an asset)Customer service experience, particularly in a contact center environmentManagerial or Supervisory experienceIn-depth knowledge of customer service principles and practicesIn-depth knowledge of customer service software, databases and CRM toolsCurrent with relevant technology trends and applicationsProficiency in MS Office applicationsExperience in use of social media platformsTravel Experience and product knowledge an asset, but not required Key CompetenciesStrong verbal and written communication skills, second language is an asset (Mandarin, French)Customer service focusSupervisory skillsProblem analysis and problem-solvingDecision-makingPlanning and organizingInitiativeFlexibilityPresentation skillsStress tolerance Salary commensurate to skills and experience. Starting salary at $55,000 annually with additional benefits including:Lucrative Performance BonusExtended health benefitsRRSP matchingGenerous vacation subsidyCompany Description:Cruise Connections is the largest Cruise Retailer in Canada from a single location. For over 25 years, our family of vacation architects have continually strived to create unique and personalized travel experiences. “One Guest at a Time…” We’re grounded by a deep appreciation for the precious nature of our guests’ vacation time, and a passion for exceeding their expectations. From cruises and flights, to hotels, tours and travel insurance — our experienced and dedicated team is committed to delivering a differentiated guest experience. Job ID: 45748055
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Cruise Connections Canada

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