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 tourism domains. Our values ​​coincide when together:— we focus on the result;— we value proactivity, initiative and concern; — we build trust through openness and transparency;— we are open to and encourage innovation. What can we be interesting about:— semi-annual reviews based on PDPs and OKRs;— a truly flexible schedule: the main thing is to be present on calls and keep in touch with the team. And how do you spend the rest of your working hours - it's up to you; - all tools for work and a wiki-base of courses to get technical; - managers open to new ideas and opinions; - no bureaucracy: is there a problem? Knock on the door of the C-lvl room and tell about it. We are for openness and quick resolution of cases; — health insurance, social. package;— English language classes, Speaking Club;— internal coin accumulation system;— provision of Apple equipment — all these 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 languages ​​— C1;— Work in an office, therefore location — Ivano-Frankivsk;— Possesses problem-solving skills and the ability to effectively deal with customer complaints;— Flexible to changes in priorities and responsibilities;— Has strong organizational skills and time management skills;— Customer oriented and committed to providing quality service;— Able to work both independently and as part of a team;What you need to do:— Monitor incoming emails from customers with next day bookings, handle cancellation requests, changes to booking details and additional upgrade requests service;— Proactively contact customers after tour completion to obtain feedback and reviews;— Regularly check company calendar for pending bookings and ensure timely fulfillment;— Manage bookings through Online Travel Agencies (OTAs) such as GYG , Viator and Musement by accurately updating our system after a sale is announced;— Resolve pending bookings by contacting customers who have not completed the booking process to understand reasons for cancellation;— Resolve payment issues by contacting customers who have technical payment issues and assisting them;— Manage customer inquiries through various channels including chats, phone calls and email;— Coordinate tours by confirming bookings with representatives and coordinating border crossing assistance for customers;— Arrange transfers and VIP- services according to customer orders;— The position involves possible business trips abroad.