Ops Service Executive

Job Responsibilities

• Responsible for resolution of customers enquiries and feedbacks in an efficient, timely and effective manner, providing excellent customer service experience

• Communicate efficiently and work with inter-departments for customers feedback/complaints on service and quality

• Manage all service-related jobs and ensuring all the information is properly recorded

• Manage all communication channels, including phone calls, email and social media channels

• Collate information for operations teams and ensuring all the information have been properly disseminated to all stores such as new menu or promotional items

• Consolidate operations related reports

• Perform ad-hoc tasks and responsibilities assigned by Operations Service Manager and/or Operations from time to time.

• Reviewing CCTV footage and ensure that cashiering procedures are adhered to.

• Managing day-to-day loyalty related (CRM) enquiries from members, internal colleagues, departments & stores.

• Involving and assist with issues related to store projects, store renovations, new store openings and other aspects related to operations workflow and procedure.

• Provide reports and analysis for operations, services and quality improvements.

Requirements

• At least 3 years of relevant customer service working experience (experience in F&B operations would be an added advantage)

• Proficient in the use of Microsoft office applications such as Microsoft Word, Excel and Power Point

• Great interpersonal, oral, and written communication skills

• Meticulous with good follow up skills and understanding of CRM program

• Able to multi-task effectively and work in a fast-paced environment