Customer Experience Manager
Athens, Attica, Greece
πριν από 4 μέρες

Who we are

At Welcome, we are redefining the way people travel by offering them the most personalized and complete experience. From the moment our customers step into a new destination, till they get back home, we provide them with the warmest, most informative and friendliest transfer from and to the airport or port, equip them with all the necessary products they will need during their trip (sim card, tickets, etc.

connect them with hand-picked tour providers who match their trip profile for things to do during their stay, as well as stand by them for any information they need.

Welcome's model is unique on a global level and our goal is to be the unquestionable leader for the category we are creating.

We are already active in 52 destinations including Athens, Paris, Madrid, Barcelona, and Rome, and we keep adding 2 new destinations per month.

In 2018 we served more than 500,000 travelers and we plan to surpass the 1 Million travelers in 2019.

Welcome has the highest travel customer ratings surpassing companies like Airbnb, and Uber and gathering hundreds of 5-star reviews on Reviews.

io and Tripadvisor. The company also received a big financing round recently and has 100 exceptional team members all coming from international behemoths such as Expedia, Booking, and others.

Our ambition is to create a truly global travel product altering once and for all the travel experience. If you feel you are one of those stellar A-players who can join our mission and help us expand Welcome on a global scale we are waiting to hear from you.

None of us is here at Welcome joined the company by chance! We deeply believe in our mission so we work relentlessly to make it happen.

We often catch ourselves talking about Welcome in our life outside the office and being very passionate about its vision.

We stay humble along the way, with a pay it forward mentality, but with big and bold goals.

Role Impact

A role of utmost importance as it sets the tone of Welcome’s voice towards its travelers, orchestrating the Customer Experience (CX) department and its actions.

Our Customer Experience Manager is the tip of Welcome’s spear when it comes to our communication with all our customers out there.

This role is both strategic and executional with a focus on proactively addressing traveler’s services issues. A consistent feedback loop between CX, Driver Operations, and Product is crucial for company success.

The position holder gives Welcome the clear picture of what’s going on out there, providing daily feedback from both our travelers and drivers, letting their voices be heard and setting a path for follow-up actions which aim to show them that their opinion does matter.

What will you do :

  • Hiring, training, and developing all Customer Experience Representatives to represent Welcome and deliver a first-class customer experience
  • Identifies and implements opportunities for operational process improvements.
  • Lead the entire CX team to reach ambitious goals in a fast-paced working environment.
  • Develop and maintain the Customer Experience training materials
  • Ensure that CX Team will be meeting all its KPI's and SLA's without compromising the quality of service
  • Be in charge of Welcome’s colocated & outsourced 24 / 7 CX center
  • Requirements

  • Minimum 2 years' experience in a CX Management role in a high volume
  • Bachelor degree in Marketing, Business Administration or in a relevant field
  • Tech fluency / experience in tech environments
  • Fluency in English, verbal and written
  • Proven ability to direct a team working in a fast-paced customer service environment to ensure accuracy, compliance, and a team culture of excellence
  • Effective Change Management proven experience on how to handle periods of change, regarding both processes and culture, and lead a team through such periods
  • Proven knowledge of helpdesk CRM systems
  • Naturally curious, ambitious to learn and always looking for ways to innovate
  • What will give you an edge :

  • Start-up experience : Understanding the demands of a start-up environment may serve you valuably.
  • Experience in managing outsourced CX / call center
  • Experience in the tourism-related industry
  • Benefits

    What’s in it for you :

  • Attractive remuneration package
  • An amazing workspace, filled with energetic people
  • Private Health Insurance
  • The tools you need to successfully perform your daily tasks
  • The unique opportunity to join the next big thing at the ground level.
  • Monthly company drinks & activities
  • Free Snacks
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