Customer Service Manager

Description

Job Summary: Lead, structure, and optimize the customer experience across all stages of the journey, ensuring premium and consistent service. Key Highlights: 1. Design and continuously improve Customer Service processes 2. Ensure a consistent and emotionally positive experience for the customer 3. Leadership, decision-making, and advanced emotional intelligence **Job Posting: Customer Service Manager — Role Objective** Lead, structure, and optimize the customer experience across all stages of the journey, ensuring premium, consistent, and brand-aligned service — from purchase confirmation through post-trip — in accordance with ALA LIBRE’s core values. **Strategic Responsibilities (Managerial Level)** * Design, document, and continuously improve Customer Service department processes * Supervise the team’s proper execution at each customer stage (pre-trip, during trip, post-trip) * Ensure a consistent, professional, and emotionally positive experience for every customer * Develop clear protocols for handling incidents, crises, and sensitive situations * Coordinate effectively with Sales, Operations, and Administration to ensure accurate information flow * Identify opportunities for improvement based on errors, incidents, and customer feedback * Implement continuous improvements to the customer experience (service, communication, response times) * Define premium service standards aligned with the brand * Supervise proper documentation management (passports, visas, forms, etc.) * Design and execute the post-trip follow-up process (reviews, loyalty, repeat purchases) **Operational Responsibilities (Supervisory Level)** * Monitor timely follow-up with active customers * Validate key responses before sending in sensitive cases * Ensure optimal team response times * Review incident logs and protocol compliance * Support resolution of critical or escalated cases * Guarantee no customer is left without follow-up **Job KPIs** * Customer satisfaction level (NPS or direct feedback) * Average response time * Number of incidents resolved vs. escalated * Percentage of customers receiving full follow-up (pre-, during, and post-trip) * Number of operational errors detected in Customer Service * Number of reviews generated post-trip * Repeat purchase or loyalty rate **Key Skills (Managerial Level)** * Leadership and decision-making * Advanced emotional intelligence * Strategic communication (internal and external) * Structured thinking and process improvement * Conflict resolution * Analytical ability to detect error patterns * High organizational and operational control **Ideal Profile** * A person with genuine service orientation and strong focus on customer experience * Capable of leading by example and upholding professional standards * Solution-oriented, firm yet empathetic * Strong sense of responsibility for the customer experience * Strategic vision, not just operational * Ability to work under pressure without compromising clarity or quality Salary: $16,000.00 per month Benefits: * Salary increases * Employee discount * Company parking * Free parking * Referral program * Company phone * Complimentary uniforms * Additional vacation days or paid leave Work Location: On-site employment