Head of Customer Experience

Head of Customer Experience (CX)- APAC, Jakarta, Indonesia

Why TBO:

• You will influence & contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion global travel business market.
• We are the emerging leaders in technology led end-to-end travel management, in the B2B space.
• Physical Presence in 47 countries with business in 110 countries.
• We are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer.
• An open & informal start-up environment which cares.

Key Expectations :

• We are seeking an experienced and dynamic Head of CX to lead our APAC team based in Jakarta.
• This role focusses on ensuring a seamless and satisfactory customer journey from booking to post travel support, enhancing customer loyalty and driving service excellence.
• This requires collaborating with various departments and teams, implementing service standards, working on enhancements through product and process improvements and utilizing customer feedback to continuously improve the customer experience.
• This role requires a strategic thinker with a proven track record in customer experience management, excellent leadership skills, and the ability to work in a fast-paced, multicultural environment.

Key Responsibilities:

• Oversee daily operations of the customer service team, ensuring high levels of performance.
• Lead, mentor, and motivate a team of customer service representatives, providing ongoing training and development opportunities.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Implement strategies and process improvements to enhance the overall customer experience.
• Allocate and forecast resources effectively to meet service delivery requirements.
• Handle escalations ensuring timely and effective resolution.
• Coordinate with suppliers and partners to resolve customer issues and improve service delivery.
• Utilize CRM systems and other technologies to manage customer interactions and data.
• Prepare regular reports on customer service metrics, performance, and feedback.
• Manage the customer service budget, optimizing resources to achieve operational goals.
• Ensure cost-effective practices without compromising service quality.

Qualifications:

• Bachelor’s degree in operations management, Business Administration, Hospitality Management, or a related field. Master's degree preferred.
• Proven experience in a customer service or operations management role, preferably in the travel industry.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in CRM software and other relevant technologies.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast paced, dynamic environment.
• Strong organizational and multitasking skills.
• High attention to detail and commitment to excellence.