Customer Service Team Manager

Travix is one of the leading global online travel agencies managing an extensive portfolio of travel-focused websites operating under the brand names CheapTickets, Vliegwinkel, BudgetAir, Vayama and Flugladen. In 2020 we took our next step, becoming part of the Trip.com Group, one of the largest online travel companies in the world, consisting of Trip.com, Ctrip, Skyscanner, Travelfusion, Make my Trip and Qunar. Travix operates in over various countries expanding in 5 continents, so a global mindset comes naturally. Our purpose is ‘the next journey at your fingertips, which goes for our customers and employees. We bring together passionate people, global partners, cutting-edge technology and an innovative platform to deliver our customers' best end-to-end booking experience. With a strategic vision and the resources and stability of the Trip.com Group, we provide an international playground where our employees can truly impact the future of traveling.

For our office in Bangalore we are looking for a full time Team Manager Customer Service 

As a Team Manager, you are the director of your team. Your goal is to lead and optimize team performance, aiming for 20% individual productivity and enhanced Customer Satisfaction (CSAT). You will monitor and control Key Performance Indicators (KPIs), take proactive corrective actions, and ensure team and individual goals are achieved.

Your Responsibility

• Analyze daily, weekly, and monthly team performance metrics.
• Implement Lean Six Sigma methodologies for process improvements.
• Conduct structured coaching sessions and performance feedback.
• Lead initiatives to improve CSAT scores.
• Maintain extensive administration to monitor continuous improvement.
• Coordinate with Learning & Development and Quality Assurance teams.
• Foster open communication and visibility on the floor.
• Motivate and empower team members through effective team management.

 

What you bring to the table

• Secondary vocational education or a Bachelor’s Degree in tourism Administration &  Hospitality will be an advantage in the related field.
• Minimum of 2 years experience in Customer Service, handling a team.
• Experience in the aviation, travel, or hospitality industry is preferred.
• Proven experience working with CRM systems and travel booking platforms (e.g., Amadeus, Sabre, or similar).
• Language proficiency minimal B2 in English
• Strong technical aptitude to navigate multiple systems.
• Excellent business communication skills.
• Adaptability to changing business priorities.
• Availability to work on weekends, bank holidays, and some evenings/nights if required.
• Professional and friendly attitude towards customers and colleagues.
• Experience in a multinational company and cross-cultural working environments is a plus.

 

What you can expect from us 

• 5 days working
• Opportunity to work in flexible working.
• Attractive rewards and benefits.
• Supportive team, international and friendly environment.
• Opportunity to develop
   

Benefits:

• Transport: Free transportation with door to door pick up and drop facility round the clock.
• Medical Insurance for Self, Spouse, Children & Parents/ Parents-in-law
• Personal Accident and Term Life Policy for employee
• World Class Facility - Cafeteria, Gym and break-out zones
• Special events such as Fruit Day, Fun Day, and social activity celebrations are organized.
• Parental leave is also provided
   

 

Make your career at Travix

Ready to start your own Travix journey?

Think you have what it takes?  Then, we would love to hear from you.