We are looking for an experienced Customer Service Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
Responsibility:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyse statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilise assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
Requirements:
- Experience in Chinese Air Service.
- Implement effective strategies to acquire new customers and contribute sales.
- Excellent of communicate with customers effectively and form good relationships.
- Identify, network, and secure potential new clients.
- Ability to think strategically and to lead
- Experience in providing customer service support
- Advanced troubleshooting and multi-tasking skills
- Fluently mandarin & english language skills both written and spoken
