About Us:
Our client is on a mission to redefine customer service in the Service Sector by transforming it into an art form. We believe in creating not just transactions, but memorable experiences that leave our guests with smiles and stories to share.
Role Overview:
As our Guest Relations Guru, you play a pivotal role in shaping and enhancing our customers' experiences. Your responsibilities extend beyond mere inquiry handling – you're a master of communication, a problem-solving enthusiast, and an empathetic individual.
Key Responsibilities:
- Guest Experience Management: Oversee and manage the Guest Experience Index (GEI) to gauge customer sentiments and formulate strategies for elevating customer satisfaction.
Collaborate with internal stakeholders to ensure seamless alignment of customer experiences with our brand and mission.
- Customer Relationship Management (CRM): Manage and optimize the Customer Relationship Management (CRM) system for integrated, accurate data capture throughout the customer lifecycle.
- Feedback Analysis and Service Improvement: Analyze customer feedback from all touchpoints, identifying trends, areas for improvement, and opportunities to enhance customer loyalty.
Investigate and resolve customer complaints in alignment with brand values, aiming to improve overall customer satisfaction.
- Multichannel Communication: Provide prompt and accurate responses to customer inquiries through various channels, including phone, email, social media, and chat.
- Collaboration and Reporting: Collaborate with internal teams to address and prevent recurring issues.
Prepare and present weekly and monthly customer service reports, covering feedback, GEI and NPS scoring, service recovery, and actionable recommendations.
- Administrative Support: Undertake additional Marketing administrative duties as required, including sourcing quotations, preparing minutes, reports, and managing marketing assets inventory.
- Executive Support: Manage the CEO's schedule, organizing appointments, meetings, travel arrangements, and handling expense claims.
Requirements:
- Demonstrable experience in customer service, preferably within the hospitality or service sector.
- Exceptional written and verbal communication and interpersonal skills.
- Proven ability in problem-solving, maintaining a customer-focused approach, and exceeding customers’ expectations.
- Ability to handle stressful situations with poise and professionalism.
- Proficiency in PowerPoint and Excel.
If you are passionate about turning customer service into an art form and possess the skills to create smiles and unforgettable experiences, we invite you to apply!
You hereby acknowledge and provide your consent for the utilization of your personal data for the explicit purpose of recruitment and job placement with this job application.
We regret to inform that only shortlisted candidates would be notified. EA License: 22C0941 (Communal Connections Pte Ltd)
