Head of Customer Support

For one of our client in the Hospitality sector based at Mumbai :

- Lead Guest Support Strategy:
Define and implement a comprehensive guest support vision that aligns with our luxury brand promise
- Innovative Guest Experience Management:
Utilize automation and AI to personalize guest interactions and streamline support processes.
- In-Person Problem Resolution:
Be available to resolve complex guest issues in person, whether at the office, at the port, or during group events, ensuring guests feel valued and supported.
- Advanced Process Automation:
Implement and manage automated systems to reduce response times and enhance operational efficiency.
- Multi-Channel Excellence:
Oversee support across all channels (voice, email, chat, social media) to ensure consistent, high-quality service.
- Social Media Management:
Ensure that all guest interactions on social media are handled effectively, making guests feel heard and cared for.
- Data-Driven Service Enhancements:
Leverage analytics to continuously improve service quality and operational efficiency.
- Team Leadership & Development:
Inspire and mentor your team, fostering a culture of empathy, innovation, and excellence.
- Guest Escalation and Problem Solving:
Handle complex issues with a focus on quick and effective resolution.
- Performance Metrics & Continuous Improvement:
Monitor and enhance key service metrics like CSAT, FTR, and TAT.

- Cross-Functional Collaboration:

Work closely with Sales, Marketing, Operations, and Digital teams to ensure a seamless guest experience
- Feedback and Data Utilization:
Leverage guest feedback and analytics to drive service enhancements and strategic decisions.
- Continuous Improvement &

Innovation: Stay ahead of industry trends by implementing the latest technologies and best practices in customer support.

Experience : 18+ years