International Travel Solutions is seeking an experienced and customer-focused Customer Service Manager to lead and inspire our customer service team in delivering exceptional experiences to our clients. The ideal candidate will have a strong background in handling and resolving customer service problems, expertise in travel booking, and a knack for problem-solving. This role involves overseeing call monitoring, improving service quality, and ensuring efficient booking processes. Responsibilities: • Problem Solving: Address complex customer issues with tact and efficiency, maintaining high satisfaction levels. • Booking Assistance: Manage escalations and support the team in handling reservations, modifications, and cancellations to provide a smooth booking experience. • Monitor Quality Standards: Regularly review calls, emails, and chat interactions to ensure the highest quality of service is maintained. • Collaborate Cross-Functionally: Work closely with other departments, such as Sales and Marketing, to align customer service initiatives with business goals. • Feedback Loop: Collect, analyze, and share customer feedback to continuously improve our services and address customer pain points. Qualifications: • Experience: 3+ years of experience in a customer service and/or management role, preferably in the travel or hospitality industry. • Skills: Strong problem-solving abilities and hands-on experience with travel booking systems (e.g., Amadeus, Sabre). • Communication: Excellent verbal and written communication skills with experience in call monitoring and quality assurance. • Tech-Savvy: Comfortable using customer service and booking software, CRM platforms, and analytics tools. • Flexibility: Willingness to adapt to different time zones if needed and manage a diverse team. Compensation: $50,000 DOE

• Problem Solving: Address complex customer issues with tact and efficiency, maintaining high satisfaction levels. • Booking Assistance: Manage escalations and support the team in handling reservations, modifications, and cancellations to provide a smooth booking experience. • Monitor Quality Standards: Regularly review calls, emails, and chat interactions to ensure the highest quality of service is maintained. • Collaborate Cross-Functionally: Work closely with other departments, such as Sales and Marketing, to align customer service initiatives with business goals. • Feedback Loop: Collect, analyze, and share customer feedback to continuously improve our services and address customer pain points.