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Customer Experience / Operations Manager

Royal Ease Travel (Pvt) Ltd.

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Responsibilities:

Customer Care Supervision:

Oversee and manage the customer care team, ensuring timely and effective responses to customer inquiries, concerns, and feedback.
Implement and maintain customer service standards and protocols.
Conduct regular training sessions to enhance the team's customer service skills.

Coordination with Services Suppliers

Act as a liaison between Triply.com.pk and service providers, such as "Webphase" for web development services and "Ascendant" for hotel inventory through API.
Ensure seamless communication and collaboration to address any issues or enhancements needed.

Social Media Management:

Monitor and manage Triply.com.pk's social media accounts (Instagram, Facebook, Twitter, TikTok).
Create engaging and creative posts to promote the brand and engage with the audience.
Develop and implement social media campaigns to increase brand visibility and drive user engagement.

Content Creation:

Generate creative and compelling content for the website, social media, and promotional materials.
Work closely with the marketing team to align content with the overall marketing strategy.
Ensure content is consistent with the brand's voice and values.

Analytics and Reporting:

Utilize analytics tools to track and measure the performance of customer care and social media efforts.
Provide regular reports on key performance indicators and suggest improvements based on data analysis.
Prepare comprehensive reports on customer feedback and social media analytics for presentation to higher management.

Quality Assurance:

Conduct regular audits of customer interactions to ensure quality service.
Implement improvement strategies based on customer feedback and performance metrics.

Collaboration with Marketing Team:

Collaborate with the marketing team to align customer care strategies with overall marketing objectives.
Provide insights into customer preferences and behaviors to inform marketing campaigns.

Vendor Relationship Management:

Manage relationships with external service providers, ensuring timely delivery of services and addressing any issues that may arise.
Evaluate vendor performance and recommend improvements or changes as needed.

Innovation and Technology Integration:

Stay updated on industry trends and customer service technologies.
Identify opportunities for innovation and improvement in customer care processes and technologies.