We are looking for a Head of Customer Service for a traveltech company Broniruy Online.
Broniruy Online is an IT company actively developing the hospitality sector in Russia. They create an ecosystem for hotels, including CRM, online booking modules, analytics, and process automation. Their solutions help thousands of hotels operate faster and more efficiently, freeing up time for providing quality service.
What they offer:
- Competitive salary (discussed individually based on interview results with the manager);
- 28 calendar days of paid vacation per year;
- 5 sick days — an additional opportunity to recover when needed;
- 5/2 schedule from 9:30 to 18:30;
- Participation in the dynamically developing TravelTech industry;
- Productive onboarding and manager support;
- Team building events in nature and Friday games with the team;
- Opportunities for career growth and participation in product development;
- Comfortable work format with an office in the center of Krasnodar.
What you will be doing:
- Participating in the development and implementation of customer service strategy, including planning and achieving KPIs;
- Managing a team with a focus on development and motivation;
- Scaling the customer service team in collaboration with the HR department to ensure a high level of customer service;
- Training and adapting new employees in the customer service department;
- Setting transparent goals and KPIs, continuously monitoring department efficiency;
- Developing department work regulations;
- Analyzing and optimizing customer service processes, working with the CRM system for customer base management and analytics;
- Participating in the development and implementation of loyalty programs and marketing strategies to increase customer satisfaction;
- Monitoring customer satisfaction and working with feedback;
- Interacting with other departments to improve service quality;
- Preparing reports on key department performance indicators.
What is important:
- A systematic approach, intolerance to unclear processes and work disarray;
- Experience in customer service, including at least one year in a leadership position;
- Understanding of the principles of building effective customer service and experience in optimizing it;
- Experience with CRM systems and analytical tools for assessing service quality;
- Ability to find common ground with different types of people, identify customer needs, and build long-term mutually beneficial relationships;
- Team management skills, including employee training and development;
- Readiness for changes, experiments, and implementation of new tools to improve work efficiency.
Hiring flow:
- Online interview with HR — introduction (60 minutes);
- Profile interview with the manager (60–90 minutes);
- References from previous employers;
- Final meeting with the CEO — getting acquainted with the culture and the team;
- Offer, welcome onboarding, and — welcome to the team.
