Customer Support Manager in COAX Software

COAX Software is looking for a Customer Support Manager! A little about us: COAX is an outsourcing company specializing in fintech, e-commerce, real estate, and tattoo domains. Our values ​​coincide when together:—we focus on the result;—we value proactivity, initiative and indifference;—we build trust through openness and transparency; — are open to innovations and encourage them. What can we be interested in: — half-yearly reviews based on PDP and OKR; — really flexible schedule: the main thing is to be present on calls and maintain communication with the team. Ayakwi scatter the rest of the working hours - it's your business; - all the tools for work and the wiki-base of courses to improve technically; - open-minded managers; - no bureaucracy: is there a problem? Knock on the door of the room C-lvl tell me about it. Openness of mind and quick resolution of cases;—medical insurance, social. package;—English classes, Speaking Club;—an internal coin accumulation system;—provision of Apple equipment—all the usual things and much more) We are looking for a Customer Support Manager who:—Knows how to use customer support tools and systems;—Has a level of English—C1; —Office work, therefore location—Ivano-Frankivsk;—Has problem-solving skills and the ability to effectively deal with customer complaints;—Flexible change of priorities and responsibilities;—Has strong organizational skills and the ability to manage time;—Client-oriented and strives to provide quality service;—Able to work independently , yes and the team;What to do:—Monitor incoming emails from clients with next-day bookings, process cancellation requests, changes to reservation details, and additional requests for upgrades;—Proactively contact clients after the tour is complete to obtain tour review feedback;—Regularly check the calendar the company's availability of pending bookings and ensure their timely fulfillment;—Manage bookings through online travel agencies (OTAs) such as GYG, Viator and Musement, accurately updating our system after sales are reported;—Resolve pending bookings by contacting customers who have not completed the process reservations to understand reasons for rejection;—Resolve payment issues by contacting and assisting customers who have technical payment issues;—Manage customer inquiries through various channels including chat, phone calls, and email;—Coordinate tours by confirming reservations with representatives and coordinating assistance to customers when crossing the border;—Organize transfers and VIP services according to customer orders;—The position involves possible business trips abroad.