At a Glance
- Tasks: Lead the Customer Care team, ensuring top-notch service and effective communication.
- Company: Join OMPRIME, a global IT product company revolutionising travel and transportation.
- Benefits: Enjoy official employment, full social package, and great professional growth opportunities.
- Other info: Fast-paced environment with a focus on innovation and team spirit.
- Why this job: Make a real impact in customer satisfaction while leading a dynamic team.
- Qualifications: 1+ years in a leadership role and 3-5+ years in travel customer service.
The predicted salary is between 40000 - 60000 £ per year.
OMPRIME is an international IT product company specialized in the field of travel and transportation.
We serve clients worldwide from offices in Moldova, the UK, India, the Philippines and others.
Together we design and create from scratch our own search and reservation systems, CRM systems and many other products in the field of transport and travel.
Being a company with many innovative ideas, we not only create our own products, but we are also in continuous and efficient development.
The most important projects that have made us famous worldwide are Wow Fare, Ovago, HOP2 and Arangrant.
Together, we share a common set of values based on team spirit, high quality and client-oriented approach.
We are currently looking for a Customer Care Lead to join our fast-paced, growing Indian office on a full-time or consultancy basis.
In this role, you will lead members of the Customer Support team in India while helping them to communicate more effectively and positively with the customers.
An ideal candidate for this position has excellent communication, leadership skills and can manage high-level customer complaints and provide immediate resolution and disputes.
He/she can implement strategies to ensure customer satisfaction, increase productivity, and evaluate team members’ performance.
Requirements
- At least 1+ years of experience as Head of Customer Care or related position
- 3-5+ years of prior experience in customer service in the travel industry
- Experience developing and delivering communication-related training for customer support agents
- Excellent verbal and written communication English skills.
- Strong analytical, interpersonal, problem-solving, and planning skills
- Ability to work well autonomously and within a team in a fast-paced environment
- Supervise operations in the Customer Care department
- Provide training and regular mentorship to team members
- Handle complex and escalated customer service issues
- Take ownership of the customer’s inquiries and follow problems through to resolution
- Maintain accurate records and document all customer service activities and discussions
- Assess service statistics and prepare detailed reports on your findings
- Organize, plan and coordinate internal workflow to ensure current goals are accomplished
- Analyze and improve the quality of the service provided by the Customer Care Department
- Coordinate and manage customer service projects and initiatives
What you’ll love about us
- Great opportunities for professional growth
- Official employment and full social package
- #J-18808-Ljbffr
Head of Customer Care in London employer: Omprime
Omprime is an exceptional employer that prioritises employee growth and development, offering comprehensive training programmes and a supportive work culture in the vibrant setting of India. As a leader in travel technology, we foster an environment where innovation thrives, and our team members are encouraged to take initiative and drive service excellence, making every day at Omprime both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Care in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Omprime. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Omprime before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Care in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Omprime:Your cover letter is your chance to shine! Tell us why you want to work at Omprime specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Omprime!
How to prepare for a job interview at Omprime
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
