Customer Excellence manager – Vendor Management (Travel)

Traveloka – Metro Manila – Customer Excellence manager – Vendor Management (Travel) Traveloka – Taguig, Metro Manila Full time The main function of the Customer Excellence manager is to manage our BPO partner to ensure that Customer Operations will meet Traveloka’s target KPI’s (SLA, CSAT, FCR). » Ensure that customer service partners achieve the everyday KPIs » Monitor team’s performance on everyday basis, through all monitoring tools » Provide leadership abilities, guidance and support to the Customer Service Agents » Act as first tier problem resolution for issues escalated by the team members » Select and explain best solutions to deal with given problems in the context of customer service » Analyze data and statistics to isolate and identify areas of improvement » Implement adjustments or corrections and following up to ensure resolution » Identify & escalate detected issues to related engineering team or other stakeholders. » Monitor and evaluate team performance including call, email, and chat…

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