divh2Customer Service Manager/h2pType: Full-Time | On-site Orlando, Florida/ph3Role Overview/h3pWe are looking for an experienced Customer Service Manager to lead a team of Customer Support Advisors in a fast-paced call centre environment. You will drive performance against KPIs, resolve escalated issues, and continuously improve processes to deliver an exceptional customer experience./ph3Key Responsibilities/h3ulliLead, coach, and develop a team of Customer Support Advisors through regular 1-2-1s and KPI reviews/liliHandle escalated and complex customer complaints, including long-standing or high-sensitivity cases/liliManage major incidents, including customer emergencies abroad/liliAnalyse customer service data to identify trends and drive performance improvements/liliDevelop and maintain department policies, procedures, and quality standards/liliCollaborate with internal teams and supplier partners to resolve queries and improve processes/liliBuild strong customer relationships by consistently exceeding expectations/li/ulh3Requirements/h3h3Essential/h3ulliProven experience in a customer service management or supervisory role/liliCall center experience/liliStrong knowledge of customer service principles and best practices/liliExcellent communication skills, verbal and written/liliConfident decision-maker with the ability to take ownership and escalate appropriately/liliCalm and professional under pressure with a solutions-focused mindset/liliStrong people leadership skills with the ability to motivate and develop a team/liliHigh attention to detail and a flexible approach/liliCurrent passport with ability to travel/li/ulh3Desirable/h3ulliTravel industry experience/liliFormal complaint handling experience/li/ul/div