Customer Support Manager

Job Description – Manager – Karma Concierge

Department

Karma Concierge india

Position

Manager – Karma Concierge india

Experience

5–8 years of relevant experience, including team management experience

Job Summary

The Manager – Karma Concierge will be responsible for overseeing the day-to-day operations of the Karma Concierge department, managing the customer service and reservations team, and ensuring excellent service delivery to members.

The ideal candidate should have proven experience in managing customer service operations, handling reservations, leading teams, resolving escalated customer concerns, and achieving departmental performance targets. The candidate will be responsible for maintaining operational efficiency, improving team performance, and ensuring a seamless and positive experience for all Karma members.

Key Responsibilities

Team Management and Leadership

Manage, lead, and supervise the Karma Concierge team to ensure smooth day-to-day operations.

Allocate responsibilities, monitor individual performance, and ensure team productivity.

Conduct regular team meetings, performance reviews, and feedback sessions.

Train, mentor, and guide team members to improve customer service standards and operational efficiency.

Handle team scheduling, attendance, leave planning, and resource allocation.

Department Operations

Oversee daily customer service and reservation operations.

Ensure all customer/member inquiries received through phone, email, and online chat are handled professionally and within defined timelines.

Monitor reservation bookings, modifications, cancellations, and special requests.

Ensure that all processes are followed in accordance with company policies and departmental SOPs.

Identify operational challenges and implement improvements to enhance efficiency.

Customer Relationship Management

Ensure high levels of customer/member satisfaction through quality service delivery.

Handle escalated customer complaints and complex service-related issues.

Build and maintain strong relationships with members.

Ensure appropriate follow-ups and timely resolution of customer concerns.

Maintain service quality standards and ensure a consistent member experience.

Performance Monitoring and Reporting

Monitor key performance indicators (KPIs), including call handling, response time, booking conversion, customer satisfaction, and team productivity.

Prepare and share daily, weekly, and monthly departmental performance reports.

Identify performance gaps and implement corrective action plans.

Ensure the team meets departmental targets and service-level agreements (SLAs).

Training and Product Knowledge

Ensure the team has comprehensive knowledge of Karma products, services, membership benefits, and reservation procedures.

Conduct regular training sessions and knowledge-sharing activities.

Keep the team updated on new offerings, promotions, and operational changes.

Coordination and Administration

Coordinate with internal departments and relevant stakeholders to ensure smooth reservation fulfilment and service delivery.

Work closely with management to implement departmental objectives and business requirements.

Ensure accurate documentation of customer interactions, reservations, and operational activities.

Maintain proper utilisation of CRM systems and other operational tools.

Required Skills and Qualifications

Graduate in any discipline; a degree in Hospitality, Travel & Tourism, or Business Administration is preferred.

5–8 years of experience in customer service, reservations, hospitality, travel, or concierge operations.

Prior experience managing a team or independently handling a department is mandatory.

Excellent communication and interpersonal skills.

Strong leadership, team management, and problem-solving abilities.

Ability to manage escalations and handle challenging customer situations.

Good understanding of customer service operations, reservations, and CRM systems.

Knowledge of ViewPoint CRM will be an added advantage.

Proficiency in MS Office and reporting tools.

Preferred Industry Experience

Hospitality and Hotel Management

Travel and Tourism

Customer Service / Contact Centre Operations

Club Membership and Concierge Services

International Reservations and Guest Relations

Work Location

In person