Customer Service Manager - Destination Weddings

Paradise Travel Group; Solidaridad; On-site; MXN 600,000 - 900,000; Full time

Benefits offered by this job

Bonuses

Free hotel nights

Career growth

Paid holidays

Volunteer time off

Job summary

Fluency in English with conversational Spanish is required, and travel/wedding industry experience is a plus. The role offers career growth opportunities and a competitive compensation package.

Qualifications

• 5+ years in Customer Service and/or Sales leading a team.
• Fluent English and conversational Spanish.
• Experience selling travel is a plus.

Responsibilities

• Lead and manage a team of customer service agents, providing guidance, support, and training to ensure a high level of service excellence.
• Foster a positive and collaborative team culture, promoting open communication and knowledge sharing.
• Investigate and resolve escalated issues related to destination weddings, ensuring a swift and satisfactory resolution.
• Collaborate with the customer service team to address client concerns promptly and effectively.
• Establish and maintain strong relationships with clients and vendors to ensure a seamless communication flow.
• Serve as the primary point of contact for escalated matters, demonstrating empathy and professionalism in all interactions.
• Work closely with sales, customer service, and operation teams to identify root causes of escalations and implement preventive measures.
• Provide valuable insights to improve processes and enhance the overall customer experience.
• Anticipate potential issues and develop proactive strategies to mitigate challenges before they elevate.
• Monitor key performance indicators related to customer satisfaction and team performance, identifying trends and areas for improvement.
• Develop and maintain escalation management metrics to measure the effectiveness of resolution processes.
• Conduct training sessions for customer service representatives, focusing on conflict resolution, effective communication, and customer engagement.
• Keep the team updated on industry trends, best practices, and customer preferences.

Skills

Leadership

Team management

Communication

Problem solving

Customer service

Bilingual English/Spanish

Wedding travel knowledge

Job description

We’ve organized 100’s of destination weddings, group getaways, family vacations, and tours.Our properties include ParadiseWeddings.com, PlayaDelCarmen.com, and Tulum.comThe team is growing rapidly, and we're looking for goal-oriented people that love working with like-minded individuals to grow with us.Join the team!

Job Description

As a Customer Service/Guest Experience Manager at Paradise Weddings, you will play a pivotal role in ensuring an exceptional and stress-free experience for our couples and their guests duringone of the most important moments of their lives.

You will be responsible for managing the team and resolving escalated issues and concerns, fostering positive client relationships, and collaborating with various teams to enhance our overall service delivery.

Team Management:

• Lead and manage a team of customer service agents, providing guidance, support, and training to ensure a high level of service excellence.
• Foster a positive and collaborative team culture, promoting open communication and knowledge sharing.
• Investigate and resolve escalated issues related to destination weddings, ensuring a swift and satisfactory resolution.
• Collaborate with the customer service team to address client concerns promptly and effectively.

Communication and Relationship Building:

• Establish and maintain strong relationships with clients and vendors to ensure a seamless communication flow.
• Serve as the primary point of contact for escalated matters, demonstrating empathy and professionalism in all interactions.

Collaboration with Teams:

• Work closely with the sales, customer service, and operation teams to identify root causes of escalations and implement preventive measures.
• Provide valuable insights to improve processes and enhance the overall customer experience.

Proactive Problem-Solving:

• Anticipate potential issues and develop proactive strategies to mitigate challenges before they elevate.
• Implement preventive measures based on data analysis and feedback to reduce the occurrence of escalations.

Performance Monitoring:

• Monitor key performance indicators related to customer satisfaction and team performance, identifying trends and areas for improvement.
• Develop and maintain escalation management metrics to measure the effectiveness of resolution processes.

Training and Development:

• Conduct training sessions for customer service representatives, focusing on conflict resolution, effective communication, and customer engagement.
• Keep the team updated on industry trends, best practices, and customer preferences.
  

Requirements

• Proven experience in customer service, preferably in the travel or wedding industry.
  
• Strong leadership skills with experience in managing and developing teams.
  
• Excellent communication and interpersonal skills.
  
• Strong problem-solving abilities with a proactive and solutions-oriented mindset.
  
• Familiarity with destination wedding logistics and travel planning is a plus.
  
• Previous experience in escalation management or a similar role is highly desirable.
  
• Be able to speak, write, and read fluently in English and at least conversational Spanish.
  
• 5+ years in Customer Service and/or Sales role leading a team.
  
• Experience selling travel (eg. Travel Agent) a huge plus.
  
• Competitive base salary PLUSthe ability to earn bonuses, and perkson top.
  
• Freebie nights issued by hotels and/or tour operators.
  
• Opportunities for career growth.
  
• (8) Paid Holidayseachyear +PaidVacation, Sick, and Personal time off.
  
• Paid Volunteer Time Off to spend giving back to a charitable cause of your choice.