CUSTOMER SERVICE MANAGER

-To handle customer requests or enquiry via phone, email, and/or chat.

• Interact with customers to provide information in response to inquiries and to handle and resolve complaints.

• Establish relationships with customers with a positive customer experience feeling after every contact.

• Communicate responses in a clear, professional, timely and concise manner.

• Work with team and resources to provide customer with requested service.

• Comply with legal requirements in a lodging property for staff.

• Conduct business continuity exercises and tests.

• Conduct staff performance assessment process.

• Work collaboratively with other staff members to maintain a positive and efficient working environment

• Assist in organizing and coordinating special events

• Uphold and enforce the organization’s standards for quality and customer service

• Develop a work team.

• Foster service innovation.

• Implement service recovery framework.

• Lead workplace communication and engagement.

• Manage customer acquisition and retention programmes.

• Manage guest/customer experience.

• Manage loss/risk prevention.

• Manage relationship with customers.

• Manage the service brand.

• Manage workplace challenges with resilience.

• Monitor and reward performance in a team to support achievement of results.

• Monitor front office operations.

• Good problem solving and decision-making skills

• Other ad-hoc duties as assigned.

• Excellent verbal and written communication skills

• Customer service oriented, result driven & good team player.

• Familiarity with customer relationship management (CRM) software

• Strong interpersonal skills and the ability to establish rapport with customers

• Problem-solving skills to address guest concerns and find suitable resolutions

• Cultural sensitivity and the ability to interact with guests from diverse backgrounds

Proficient in Microsoft Office (especially Excel , PowerPoint and Tally. ERP 9);

• Able to work in a fast paced environment;

• Able to commit to weekends and public holidays

- Must have class 3 license

• Rotational shift- Monday to Friday or Wednesday to Sunday/6 days work week (weekday off)

• Knowledge in Taxation Law , Marketing Management , Financial management , Human resource Management and Logistic management would be advantageous

• Able to travel – 90%(Local & Oversea )

-Experience in calibration sales