Travel Customer Care Manager

hace 14 horas

Barcelona, Barcelona, España BizAway A tiempo completo

About BizAway
 

Here at BizAway, we deliver the Future of Travel.

We are a solid international company with strong ambitions and great expertise. With a focus on sustainability , on a daily basis we support companies, enabling them to improve their travel management through our constantly evolving services and solutions, always characterized by our tech attitude and smart and innovative processes.

We know that success comes from People and deserves to be recognized.Proactivity and Reliability, Kindful collaboration and communication are the core values of our Solution Culture.

If you like challenges and would love to be part of one of the fastest-growing B2B scale-ups, then BizAway is the company you have been looking for.

We are looking for:

We are looking for an experienced, results-driven Customer Care Manager (m/f/d) to lead and manage our customer support team dedicated to the Iberian Market (Spain and Portugal) and the Northern European Market (e.g., DACH, UK, Nordic Countries).
The ideal candidate will define and implement specific Customer Care strategies for the target market, ensuring operational excellence and maximising customer satisfaction in line with company standards.

Your role in BizAway : 

  • Team Management: Lead, motivate, and develop the relevant Customer Care team, managing task assignment and professional development plans.
  • Strategy and Operations: Define and implement operational processes that ensure the achievement of Service Level Agreements (SLAs) and service excellence within the specific market.
  • Performance and KPIs: Monitor and analyse key metrics (CSAT, FCR, Resolution Time), identifying trends and implementing corrective actions to optimise efficiency.
  • Market Insight: Act as a reference point for the specific culture and needs of Iberian/Northern European customers, ensuring that assistance policies are culturally appropriate and effective.
  • Cross-functional Collaboration: Work closely with the Sales and Product teams to provide feedback for product improvement and alignment of commercial objectives.
  • Escalation Management: Handle complex requests and high-level complaints, turning challenges into opportunities to strengthen customer loyalty.

Your basic qualifications

Experience: Solid experience (minimum 3-5 years) in Customer Care or Service Operations management roles, mandatorily in the B2B travel sector (Business Travel).
Managerial Skills: Proven leadership, coaching, and team management abilities.
Market Knowledge: Deep and demonstrable knowledge of the dynamics and customer expectations of the specialization market.
Essential Language Skills:
English: C1/C2 Level (Fluency) required for internal corporate communication.
Italian: C1/C2 Level (Fluency) required.
Specialization Language: Proficiency (C1/C2 Level) in at least one of the following languages is highly preferred and will be crucial for the specialized market focus: Spanish, Portuguese, German, or French. Technical & Analytical Skills: Excellent data analysis and reporting skills (KPIs). In-depth knowledge of Global Distribution Systems (GDS) is required. Experience with Zendesk or similar CRMs is preferred, with a focus on managing multi-channel service channels (chat, email, phone, etc.).
Soft Skills: Results-oriented, proactive, excellent communication skills, and a problem-solving attitude.

We are also interested in 

  • Previous experience in SAAS company / Business Travel / Start-ups

Our offer

  A seat on a scale-up with skyrocketing growth
  Attractive Compensation, Including Equity In The Company
  Development of your entrepreneurial spirit, having the chance to implement real-impact business decisions
  Multicultural and international team
  Collaborative and smart environment to work and learn
  Free coffee to kick-start your day and free beers to celebrate together
  Hybrid setting and flexible working policy, and great offices in Europe
 

BizAway avoids any discrimination based on age, gender, sexual orientation, health status, nationality, political opinions, and religious beliefs in all decisions affecting personnel selection.

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