Head of Customer Care

OMPRIME is an international IT product company specialized in the field of travel and transportation. We serve clients worldwide from offices in Moldova, the UK, India, the Philippines and others. Together we design and create from scratch our own search and reservation systems, CRM systems and many other products in the field of transport and travel. Being a company with many innovative ideas, we not only create our own products, but we are also in continuous and efficient development.

The most important projects that have made us famous worldwide are Wow Fare, Ovago, HOP2 and Arangrant. Together, we share a common set of values based on team spirit, high quality and client-oriented approach.

We are currently looking for a Customer Care Lead to join our fast-paced, growing Indian office on a full-time or consultancy basis. In this role, you will lead members of the Customer Support team in India while helping them to communicate more effectively and positively with the customers.

An ideal candidate for this position has excellent communication, leadership skills and can manage high-level customer complaints and provide immediate resolution and disputes. He/she can implement strategies to ensure customer satisfaction, increase productivity, and evaluate team members’ performance.

• At least 1+ years of experience as Head of Customer Care or related position
• 3-5+ years of prior experience in customer service in the travel industry
• Experience developing and delivering communication-related training for customer support agents
• Excellent verbal and written communication English skills.
• Strong analytical, interpersonal, problem-solving, and planning skills
• Ability to work well autonomously and within a team in a fast-paced environment
• Supervise operations in the Customer Care department
• Provide training and regular mentorship to team members
• Handle complex and escalated customer service issues
• Take ownership of the customer’s inquiries and follow problems through to resolution
• Maintain accurate records and document all customer service activities and discussions
• Assess service statistics and prepare detailed reports on your findings
• Organize, plan and coordinate internal workflow to ensure current goals are accomplished
• Analyze and improve the quality of the service provided by the Customer Care Department
• Coordinate and manage customer service projects and initiatives

• Great opportunities for professional growth
• Official employment and full social package