Role & responsibilities

- Manage day-to-day customer care operations for the UK Travel Process.

- Lead, mentor, and motivate the team to achieve performance targets.

- Handle customer escalations related to bookings, cancellations, amendments, and refunds.

- Monitor team performance, customer satisfaction, call quality, and service standards.

- Coordinate with internal teams to ensure timely resolution of customer queries.

- Track operational KPIs, prepare performance reports, and drive process improvements.

- Conduct regular team coaching and training to enhance service quality.

Preferred candidate profile

- Proven experience in Customer Care / Customer Service within the UK Travel Process.

- Prior experience in team management and handling customer escalations.

- Solid knowledge of UK travel operations, bookings, cancellations, and amendments.

- Excellent communication, leadership, and problem-solving skills.

- Ability to manage team productivity and maintain high customer satisfaction.

📌 Customer Care Manager (Gurugram)
🏢 Flight Guru
📍 Gurugram