Head of Customer Support

For one of our client in the Hospitality sector based at Mumbai :

• Lead Guest Support Strategy: Define and implement a comprehensive guest support vision that aligns with our luxury brand promise
• Innovative Guest Experience Management: Utilize automation and AI to personalize guest interactions and streamline support processes.
• In-Person Problem Resolution: Be available to resolve complex guest issues in person, whether at the office, at the port, or during group events, ensuring guests feel valued and supported.
• Advanced Process Automation: Implement and manage automated systems to reduce response times and enhance operational efficiency.
• Multi-Channel Excellence: Oversee support across all channels (voice, email, chat, social media) to ensure consistent, high-quality service.
• Social Media Management: Ensure that all guest interactions on social media are handled effectively, making guests feel heard and cared for.
• Data-Driven Service Enhancements: Leverage analytics to continuously improve service quality and operational efficiency.
• Team Leadership & Development: Inspire and mentor your team, fostering a culture of empathy, innovation, and excellence.
• Guest Escalation and Problem Solving: Handle complex issues with a focus on quick and effective resolution.
• Performance Metrics & Continuous Improvement: Monitor and enhance key service metrics like CSAT, FTR, and TAT.
• Cross-Functional Collaboration: Work closely with Sales, Marketing, Operations, and Digital teams to ensure a seamless guest experience
• Feedback and Data Utilization: Leverage guest feedback and analytics to drive service enhancements and strategic decisions.
• Continuous Improvement & Innovation: Stay ahead of industry trends by implementing the latest technologies and best practices in customer support.

Experience : 18+ years