Manager - Online Flights Almosafer

About the Job :

The Customer Care Manager at Almosafer will be responsible for leading a high-performing customer care team, driving service excellence, and implementing strategic initiatives to enhance customer satisfaction and loyalty. This role requires a dynamic leader with a strong background in customer experience management, data-driven decision-making, and process optimization in a fast-paced, digital-first environment.

The ideal candidate will have a proven track record in managing large-scale customer care operations, improving KPIs, and fostering a culture of continuous improvement.

Responsibilities:

1. Leadership & Team Development

• Lead, mentor, and develop a team of customer care supervisors and agents to ensure high engagement and performance.

• Implement training programs to enhance team skills in customer service, conflict resolution, and CRM tools.

• Conduct performance reviews, set KPIs, and drive accountability across the team.

2. Customer Experience Strategy

• Develop and execute customer care strategies aligned with Almosafer business goals.

• Analyze customer feedback (NPS, VOC, etc) to identify trends and implement service improvements.

• Ensure seamless omnichannel support (phone, email, chat, social media) with a focus on first-contact resolution.

3. Operational Excellence

• Oversee daily operations, ensuring SLA compliance, efficiency, and quality assurance.

• Optimize workflows and implement automation/AI tools to enhance productivity.

• Manage escalations and crisis situations with a structured problem-solving approach.

4. Data-Driven Decision Making

• Monitor and report on key metrics (e.g., response time, resolution rate, customer retention).

• Use analytics to identify root causes of customer issues and propose long-term solutions.

• Present insights and recommendations to senior leadership for continuous improvement.

5. Stakeholder & Cross-Functional Collaboration

• Work closely with Product, Tech, and Marketing teams to enhance customer journeys.

• Collaborate with BPO partners (if applicable) to maintain service standards.

• Represent the voice of the customer in business strategy discussions.

Profile Requirements:

1. Education & Experience

• Bachelor s degree in Business Administration, Marketing, or a related field.

• Five+ years in customer service, with two+ years in a managerial role (travel, e-commerce, or hospitality industry preferred).

• Experience with CRM systems (Zendesk, Salesforce, Freshdesk) and customer analytics tools.

• Proven track record in improving CSAT, reducing churn, and optimizing service operations.

1. Technical & Soft Skills

• Leadership & People Management Ability to inspire and lead large teams.

• Customer-Centric Mindset Passion for delivering exceptional service.

• Data & Analytics Proficient in Excel, Power BI, or similar tools.

• Problem-Solving Strong decision-making in high-pressure scenarios.

• Communication Fluent in English & Arabic (written and verbal).

• Tech-Savvy Familiarity with AI chatbots, automation, and digital CX trends.

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