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