About the Role
G126 Continental Travels is one of Africa’s emerging full-service online travel management companies, offering affordable flights, hotels, visa assistance, and holiday packages. We are currently looking for a talented Customer Service Manager to oversee our support operations, mentor our service representatives, and ensure top-tier client satisfaction across all booking channels.
Key Responsibilities- Lead, train, and supervise the customer service team to ensure prompt, courteous, and effective resolution of inquiries and complaints.
- Develop and implement service policies, procedures, and standards aligned with company objectives.
- Monitor team performance through KPIs, ticket quality reviews, and customer satisfaction metrics.
- Handle escalated customer issues and complex complaints with professionalism and a solutions-oriented approach.
- Collaborate with sales and operations teams to ensure seamless customer journeys from inquiry to post-travel support.
- Analyze customer feedback to identify trends and drive continuous improvement initiatives.
- Prepare regular reports on service performance and manage departmental scheduling and budgets.
- Bachelor's Degree in Business Administration, Hospitality Management, or a related field.
- Minimum of 5 years of experience in a customer service management or supervisory role.
- Prior experience within the travel, tourism, or hospitality sector is highly desirable.
- Proven leadership, team management, and problem-solving skills under pressure.
- Excellent verbal and written communication abilities.
- Proficiency in CRM systems, customer service software, and MS Office Suite.
- Familiarity with travel booking systems and GDS platforms is an advantage.
- Competitive monthly salary of N400,000 with performance-based incentives.
- Comprehensive health insurance, pension scheme, and exclusive travel perks.
- Opportunities for professional growth and career advancement.
- A collaborative, dynamic, and supportive work environment.