Менеджер по клиентской поддержке

Location: Fully remote from anywhere in the world

YouTravel.Me is the largest Russian-speaking marketplace for авторских туров.

Overview

The Customer Care team provides service to potential and existing customers, helping travelers and tour organizers resolve issues and improve their experience with the platform. Success in this role is defined by high customer satisfaction and loyalty.

What you will do

• Manage communication flows and process user requests.
• Continuously improve processes and expertise within the department.
• Collaborate with other departments to resolve user issues.
• Participate in the revision and update of internal instructions and processes.
• Track key performance indicators and propose initiatives to improve the quality of обращениях.

Requirements

• Knowledge of negotiation rules, telephone negotiation techniques, and business etiquette.
• Understanding of marketplace principles, partner relationship management, and sales psychology.
• Skills in handling конфликтные ситуации and complaints.
• Familiarity with modern communication tools and computer skills.

Culture & Benefits

• Work in an accredited IT company.
• Fully remote work format from anywhere in the world.
• Flexible schedule.
• Training and online events.
• Paid vacation and sick leave.