Guest Experience Manager - Destination Weddings

Paradise Travel Group; Solidaridad; Presencial; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonuses

Free hotel nights

Career growth

Paid holidays

Volunteer time off

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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.

Conocimientos

Leadership

Team management

Communication

Problem solving

Customer service

Bilingual English/Spanish

Wedding travel knowledge

Descripción del empleo

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.