Holiday Operations - Franchise

Role : Holiday Operations

Level : Assistant Manager

Reporting to : Senior Manager - Holiday Operations

Location : Gurgaon

About the Function

The Holiday Operations Department at MakeMyTrip oversees the seamless execution of holiday-related operations, ensuring a hassle-free travel experience for customers. Catering to diverse traveler segments across the globe, this business offers both customized and fixed departure holiday packages. While dynamic packages allow travelers to personalize their itineraries, fixed departure packages provide meticulously curated travel plans. The holiday operations team plays a pivotal role in managing every critical aspect of holiday planning, delivering a smooth, enjoyable, and memorable experience for customers.

About the Role

As a Travel Customer Service Supervisor, you will lead a team of customer service representatives handling travel-related queries, ensuring exceptional support for both customers and franchise partners. Your core responsibility is to maintain timely, accurate, and high-quality assistance, fostering a seamless experience from booking to post-travel support. In this role, you will manage escalated issues, monitor team performance, conduct training, and drive process improvements to enhance service efficiency and customer satisfaction.

What will you be doing:

• Team Leadership: Lead and mentor a team of customer service agents, providing guidance, support, and constructive feedback to drive performance excellence.
• Escalation Management: Manage complex or escalated issues from customers and franchise partners, ensuring prompt and effective resolution.
• Training & Development: Conduct regular training sessions to enhance customer service skills and deepen product knowledge within the team.
• Performance Tracking: Monitor and evaluate team performance against key metrics (CSAT & NPS), ensuring alignment with service goals.
• Quality Assurance: Uphold company standards by ensuring all customer and franchise partner interactions reflect professionalism, accuracy, and service excellence.
• Direct Customer Engagement: Address high-priority customer concerns when needed, reinforcing a seamless and satisfying service experience.
• Process Optimization: Identify and implement process improvements to enhance service efficiency and streamline operations.

Qualification & Experience:

• A graduate from a reputed institute with 5 to 7 years of experience in the travel industry, including at least 2 years in a people management role.
• Proficient in MS Office tools, particularly MS Excel and PowerPoint.
• Experience in handling customer complaints and resolving issues within set timelines.
• Understanding of the retail industry or franchise ecosystem would be an added advantage.

Key Success Factors for the Role:

• Strong Leadership Skills: The ability to lead, motivate, and develop a high-performing customer service team.
• Problem-Solving: Efficiently resolve customer complaints or concerns, ensuring customer satisfaction.
• Communication Skills: Excellent verbal and written communication skills to interact with customers and team members.
• Organizational Skills: Strong multitasking abilities, managing both team performance and customer issues simultaneously.
• Adaptability: Ability to work in a fast-paced, ever-changing environment.
• Knowledge of Travel Services: Understanding travel products, booking systems, and customer service best practices specific to the travel industry.