Sienna Charles, the premier luxury lifestyle company featured in magazines such as Forbes is looking for a Travel Agency Customer Service Manager who is as passionate as we are about creating incredible travel experiences for our elite clientele.
You will have the responsibility to oversee and execute the company's day-to-day operations of our exclusive travel and lifestyle customer services team.
Our ideal candidate is organized, tech savvy, customer service oriented, has remotely managed a team of at least 20 agents, and has extensive experience with project management tools and dashboards. Ideally, you've managed a small international team of customer service representatives and have previous experience meeting strict timelines.
Key Responsibilities:
Team and Project Management: Responsible for all day-to-day operations related to client travel and concierge requests, setting and maintaining team schedules, ensuring client deadlines are met or exceeded, providing quality control to ensure standards are always met. Updating internal dashboards to keep all personnel up to date on statuses and next steps.
Coaching and Development: Conduct regular coaching sessions with the team to ensure they are able to execute at the highest standards. Provide performance reviews and feedback to continually improve the teams' performance and confidence.
Process Improvement: Partner closely with the team to proactively identify and prioritize opportunities for process improvement, including requests to the technology team to improve and optimize the workflows and dashboards. Create future processes and standards for your team based on data as we continue to learn and improve.
Problem Solving: Ability to think creatively, to manage exceptions and issues as they arise from the team and client situations. You will be the primary point of escalation for questions and concerns from the team and be responsible for assisting in finding and creating solutions to challenges.
Ability to effectively solve tasks primarily via email, chat, and through Monday.com.
Persona Fit:
If the below describes you well and are attributes that come naturally to you, this would be a good indicator that you are right for the role.
Customer Centric: You are focused on making sure the client's experience is the best it possibly can be...and more.
Character and Culture: Relatable and engaging personality, enjoys working with others, and has strong written and verbal communication skills. Practices a high level of discretion and maintains confidentiality with our clients and team.
Attention to Detail: You are obsessed with making sure every piece is where it needs to be and can't let something go until you know it's perfect.
Prioritization and Efficiency: Strong sense of urgency; you can determine what to focus on first and can work both quickly and efficiently to maintain multiple deadlines.
Ownership and Management: You see your role as more than a job and look for ways to go above and beyond to improve the process continuously. You stay on top of all tasks and know how to organize, maintain and prioritize your day.
Requirements:
5 + years of management experience with a record of keeping your team focused and on track.
Experience in managing and scaling contact volume.
Tech savvy with reporting analytics, CRM, Monday, Zendesk, and others.
Ideally experienced in a company with high-level B2C services in a similar industry: private banking, hospitality, fashion, or others with high-level elite clientele.
Results-driven, self-motivated individual with the ability to multi-task
Strong cross-functional communication skills, verbal and written
Experience driving projects, prioritizing tasks from start to finish, and leading cross-functional teams to completion
Creative and strategic thinking skills, specifically regarding client advocacy and retention
Track record of training and empowering employees
Flexible Schedule Availability - to include some weekend availability
Ability to work with team members from around the globe, and on different time zones
Fluent English
Timezone:
Sienna Charles is based in EST timezone, and this role would require working primarily in EST business hours
Why Sienna Charles:
Sienna Charles offers a fast-paced and engaging workplace with a strong passion for learning and improvement. This position provides the opportunity for you to work directly with the CEO and COO, and will have a significant impact on the company's direction and growth.