Customer Service Learning & Quality Manager

We are looking for an experienced Customer Service Learning & Quality Manager to join our team at Booking.com. This role is vital to ensuring our customers receive the best possible service when using our platform.The ideal candidate will be an excellent leader with a passion for customer service, a strong understanding of quality assurance processes, and experience developing learning strategies for customer service teams. You will be responsible for ensuring our customer service teams are up-to-date on our products and services, and that our customer service standards are consistently high.To be successful in this role, you should have:• A Bachelor's degree in Business, Human Resources, or a related field• At least 5 years of experience in customer service and/or quality assurance• Strong organizational and problem-solving skills• A proven track record of developing and implementing training programs• Excellent communication and interpersonal skills• The ability to work well both independently and as part of a teamIf you are an experienced customer service professional with a passion for quality assurance and learning development, we want to hear from you!

Responsibilities:

1. Develop and implement effective customer service training programs for customer service teams.
2. Monitor customer service standards and ensure they are consistently high.
3. Monitor customer feedback and analyze customer service metrics to identify areas for improvement.
4. Lead and manage customer service teams to ensure they are knowledgeable in company products and services.
5. Ensure customer service teams are up-to-date with changing technologies and industry trends.
6. Develop and implement quality assurance processes to ensure customer service standards are met.
7. Manage customer service inquiries and complaints and take appropriate action.
8. Provide regular feedback and coaching to customer service teams to improve performance.
9. Collaborate with internal teams to develop innovative solutions to customer service issues.
10. Develop and present customer service reports to senior management.

According to JobzMall, the average salary range for a Customer Service Learning & Quality Manager in Amsterdam, Netherlands is €44,500 to €62,000 per year. This salary range is based on the experience and qualifications of the individual.

Booking.com, headquartered in Amsterdam, is one of the largest online travel agencies. It is a subsidiary of Booking Holdings. In 2022, the company's mobile app was the most downloaded mobile app in the travel agency category. As of December 31, 2022, Booking.com offered lodging reservation services for approximately 2.7 million properties, including 400,000 hotels, motels, and resorts and 2.3 million homes, apartments in over 220 countries and in over 40 languages. It also offers flights in 54 markets and tours and activities in more than 1,200 cities.