Intrepid Travel

Customer Service Manager

Intrepid Travel

full-time

Posted on:

Location Type: Hybrid

Location: Colombo • Sri Lanka

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About the role

  • Lead a high-performing team that ensures every customer interaction is prompt and supportive.
  • Set the tone for a customer-centric culture, empowering your team to achieve KPIs, surpass targets and continuously improve.
  • Drive operational efficiency, performance improvement and exceptional customer experiences.
  • Enhance service delivery by tracking performance and establishing best practices.
  • Collaborate across departments to ensure customer feedback translates into actioned improvements.
  • Coach your team to implement new initiatives, ensuring world-class customer service.

Requirements

  • 5 years' experience in customer service, including 3 years in a leadership role.
  • Previous team management experience, including training, coaching, and performance development.
  • Proven track record of driving operational improvements and meeting KPIs.
  • Strong data analysis and reporting skills
  • Great understanding of customer service processes across multiple channels (phone, email, live chat)
  • Excellent communication skills, with the ability to engage teams and customers.
Benefits
  • Flexible work arrangements, work-from-home and the ability to 'work from anywhere' 4 weeks a year
  • A free Intrepid trip every year, plus generous discounts for families, and close friends
  • 5 extra days of leave a year for use on Intrepid trips
  • A minimum of 10 weeks paid parental leave for all parents, and other additional leave provisions.
  • Access to e-learning platforms, professional development and mentor programs
  • 20 hours of volunteer leave every year to use on causes most important to you
  • Employee Assistance Program, a 24/7 service that offers counselling for you and your family
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisreportingcustomer service processes
Soft Skills
leadershipcoachingcommunicationteam managementcustomer-centric cultureperformance improvementoperational efficiency