Customer Experience Manager (Travel Agency, Remote, Startup) - #1116015

Highlights:

• Start-up/ Setup experiences

• Travel experiences

• GDS systems (Amadeus, Sabre, or Travelport)

• Remote and needs of travel

Responsbilities

• Lead and mentor the customer service team across channels (email, chat, phone, social)

• Develop and optimize support workflows, tools, and KPIs

• Handle escalations with professionalism and empathy

• Collaborate with product and operations teams to resolve issues and improve user experience

• Analyze customer feedback to identify trends and drive improvements

• Recruit, onboard, and train new team members

• Champion a customer-first culture across the company

Requirement

• Minimum 5+ years of leadership experience in customer management within the travel industry.

• Proven hands-on experience with both OTAs (Expedia, Booking.com, etc.) and TMCs (American Express GBT, BCD Travel, CWT, etc.).

• Strong knowledge of GDS systems (Amadeus, Sabre, or Travelport), fare structures, and hotel distribution channels.

• Demonstrated success in managing end-to-end customer service operations.

• Experience in training, coaching, and developing teams.

HOW TO APPLY:

Interested applicants, please send your latest resume to kelly.ng(at)trustrecruit.com.sg or click on “Apply Now” and provide the below details in your resume.

• Last drawn salary

• Expected salary

• Notice period

• Reason of leaving

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EA Personnel: Ng Hui Shan Kelly Reine

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