1. Team Management and Leadership

- Lead, manage, and support the customer service and tele-support team.
- Allocate responsibilities, manage shift coverage, and ensure adequate support during operational hours.
- Monitor individual and team performance against established service standards.
- Provide regular coaching, feedback, and training to improve communication and customer-handling skills.
- Support new team members through onboarding and process training.
- Build a culture of accountability, teamwork, responsiveness, and customer satisfaction.

2. Customer Support Operations

- Oversee customer communication through phone calls, email, chat, and other designated support channels.
- Ensure timely and professional responses to guest enquiries and booking-related questions.
- Supervise reservation assistance, booking confirmations, cancellations, modifications, and payment-related queries.
- Ensure customer information and interactions are accurately recorded in the CRM or designated systems.
- Maintain consistent service quality across all customer touchpoints.

3. Complaint and Escalation Management

- Handle complex customer complaints and escalations that require managerial intervention.
- Ensure guest concerns are addressed promptly, professionally, and with a solution-oriented approach.
- Coordinate with Operations, Reservations, Housekeeping, and other relevant teams to resolve guest issues.
- Follow up on unresolved cases to ensure proper closure and guest satisfaction.
- Identify recurring complaints and recommend preventive measures to reduce repeat issues.

4. Performance Monitoring and Reporting

- Monitor key support metrics, including response time, resolution time, pending queries, call handling, and customer feedback.
- Track team productivity, service quality, and adherence to established processes.
- Prepare regular reports on team performance, customer concerns, escalations, and operational challenges.




- Identify performance gaps and implement corrective actions.
- Ensure proper handovers between shifts and continuity of customer support.

5. Process Improvement and Coordination

- Develop and maintain standard operating procedures (SOPs) for customer support and tele-support activities.
- Identify opportunities to improve response quality, resolution efficiency, and customer experience.
- Standardize communication practices, escalation procedures, and follow-up processes.
- Work closely with cross-functional teams to ensure smooth coordination and timely issue resolution.
- Recommend improvements in tools, workflows, and team processes as the business grows.

Required Qualifications and Experience

- Minimum 6 years of relevant experience in customer support, tele-support, customer service operations, reservations, or a similar role.
- Proven experience managing or supervising a customer service or tele-support team.
- Experience handling customer escalations, complaints, and service-related issues.
- Experience monitoring team performance, allocating workloads, and improving service quality.
- Hospitality, hotel, serviced apartment, travel, or reservations experience will be an advantage.
- A bachelor's degree or equivalent qualification is preferred.

Required Skills

- Excellent spoken and written English.
- Hindi proficiency preferred.
- Solid team management, leadership, and interpersonal skills.
- Excellent telephone etiquette and customer communication skills.
- Strong problem-solving, decision-making, and escalation-management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Working knowledge of CRM systems, customer support tools, and reservation platforms.
- Proficiency in MS Excel and MS Office.
- Strong organizational skills and attention to detail.
- Ability to coach team members, provide constructive feedback, and drive accountability.

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Provident Fund
- Work from home

Experience:

- tele sales: 3 years (Required)

Work Location: Remote

📌 Tele Support Head (India)
🏢 Hodo Stays
📍 India