Customer Services Manager
Hong Kong Island, Hongkong, Hong Kong
To lead the Customer Service Team in ensuring providing efficient and quality day-to-day operations of the Customer Services/Concierge Counters, Helpdesk, Reception, Box Office & Ticketing Counter and Luggage Services
Monitor the grooming and performance of Customer Services team and contract casual staff as well as service providers
Monitor and handle customer enquiries and complaints
Coordinate with internal parties/service partners and plan, implement, organize, and monitor all resources and logistic deployment to support the event
Lead and plan on all event ticketing planning including but not limited to ticketing logistic, layout plan coordination, ticketing system, compile sales report and ticketing issues on event days
Lead and monitor the team on service order data procession, validate the accuracy, payment record, handle and deliver event related service orders
To plan and formulate service products strategy to meet needs and provide value added service to the venue uses
Monitor service contracts and performance of the service contractors
Monitor and prepare reports for on-line survey, complaint management system and provide improvement ideas to enhance service level
Compose and maintain all workflows/processes/procedures/manuals related to Customer Services are up to date
To assist in VIP escorting, when required
To plan and organize all manpower required to support day-to-day operation and event days including formulating duty rosters
Keep abreast of market development and best practices in customer service and propose new initiatives to management to elevate customer service standards
Perform ad hoc tasks assigned by the management
Requirements
Bachelor’s degree in Public Relation, Hotel or Hospitality Management or related disciplines
Minimum 10 years of relevant experience in customer services with at least 3 years at supervisory level
Good leadership skills with the ability to motivate staff and teamwork
Good logical thinking, good analytical and organizing skills, customer-oriented, creative, innovative, cheerful, and good problem-solving skills
Excellent communication and interpersonal skills and ability to interact with all level of stakeholders
Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Chinese word processing
Interested parties please send CV in WORD format with current/expected salary and notice period to [email protected] .
All information will be treated in strict confidence and will be used for recruitment purpose only.
Address: Unit 2302, 23/F, New World Tower 1
18 Queen’s Road Central
Central
Hong Kong
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