Customer Service Manager

Description

**Customer Service and Experience Management** * Ensure the team delivers consultative, highly personalized, and customer experience–oriented service; * Monitor and guarantee excellence across the entire customer journey (pre-, during, and post\-trip); * Directly engage with strategic clients and critical requests; * Anticipate customer needs and propose tailored solutions aligned with their profiles and preferences. **Team Management** * Lead, develop, and engage the travel consultant team; * Train the team in hospitality techniques, refined communication, and high-standard service delivery; * Establish a culture of excellence, attention to detail, and absolute customer focus; * Manage individual and collective performance through continuous monitoring. **Service Structure and Quality** * Define, implement, and evolve premium service standards; * Design and optimize processes to ensure consistency and scalability without compromising personalization; * Resolve issues promptly, discreetly, and with total customer satisfaction as the top priority. **Relationship Management and Curation** * Develop and maintain relationships with strategic suppliers and partners; * Support curation of differentiated products and experiences. **Performance and Results** * Monitor and manage KPIs: NPS, conversion rate, average ticket value, retention, and loyalty; * Identify upsell and cross\-sell opportunities using consultative and sophisticated approaches; * Contribute to commercial strategies and customer loyalty initiatives. **Requirements and Qualifications** * Proven experience in customer service management, preferably in tourism or related fields; * Experience serving high-end clientele; * Strong interpersonal relationship skills; * Experience leading and developing teams; * Organized profile with keen attention to detail and high quality standards; * Experience with CRM systems and customer service management tools; * Advanced English proficiency preferred; additional languages are advantageous. At Selpe Gente e Gestão, we believe every career is unique and that every professional journey deserves to be built with purpose and the right connections. **We specialize in connecting talent with opportunities that truly make sense. More than job openings, we offer experiences that accelerate professional growth—respecting each candidate’s current stage, ambitions, and potential.** We are an HR consultancy delivering end-to-end People and Management Lifecycle solutions, supported by dedicated teams, intentionally applied artificial intelligence, and streamlined recruitment and selection. Over our 60+ year history, we have helped thousands of individuals find paths aligned with their goals through transparent, human-centered, development-oriented selection processes. Here, you’re not just another resume—you’re the protagonist of your own story. If you seek growth, challenge, and opportunities at companies that value people, you’re in the right place: let’s take the next step in your career—together.