About Gathern:

Gathern is an innovative platform revolutionising the hospitality industry by providing unique, unforgettable stays and excursions in Saudi Arabia. We aim to provide the best user experience and highest standard of services to our customers, maintaining our commitment to sustainable and responsible tourism. It's a thrilling time to join us as we continue to expand and redefine the holiday rental market.

We are looking for an experienced Customer Service Manager to lead our customer experience team. As a Customer Service Manager, you will be responsible for managing all aspects of customer support and ensuring our customers receive exceptional service standards. Your excellent communication skills, team management abilities, and proficiency in using customer support tools and technologies are crucial for this role.

Responsibilities:

• Lead, develop and manage the customer service team to ensure effective service delivery.
• Develop customer service procedures and policies that promote a high quality customer experience.
• Manage customer complaints effectively, taking steps to resolve issues, and liaise efficiently with relevant teams to ensure customer satisfaction.
• Analyse customer feedback and data to improve customer experiences.
• Proactively collaborate with cross-functional teams to enhance overall service standards and offerings.
• Ensure service team is fully trained and knowledgeable about all company products and services.

Requirements:

▪ Proven work experience as a Customer Service Manager or in a similar role in the hospitality or travel industry.

▪ Strong knowledge of customer service software, databases, and CRM tools.

▪ Advanced troubleshooting and multi-tasking skills.

▪ Excellent command of English, both verbal and written.

Education & Experience:

▪ University degree preferably in Business Administration, Tourism, or a similar field.

Skills & Abilities:

• Exceptional communication skills, both verbal and written.
• Proven ability to manage a team and lead by example.
• Ability to handle stress and remain calm in challenging situations.
• Excellent