Job Description
We are looking for an experienced and dynamic Customer Service Manager to oversee our customer service operations. The ideal candidate will play a key role in delivering exceptional customer service and driving satisfaction in the travel industry. You will be responsible for managing customer inquiries, handling feedback, resolving complaints and leading a team to meet service excellence standards.
Responsibilities
- Provide customers with comprehensive information and advice on our products and services to enhance their experience.
- Respond promptly and professionally to customer phone and email inquiries, ensuring timely resolution of issues.
- Handle and resolve customer complaints effectively and efficiently, ensuring customer satisfaction and service recovery.
- Act as a duty/floor manager, overseeing the operations of the counter staff and ensuring smooth day-to-day activities.
- Prepare monthly performance reports and customer service feedback for management, identifying areas for improvement.
- Monitor and maintain high customer satisfaction levels through proactive problem-solving and effective service recovery.
Requirements
- Minimum of Diploma or GCE O Level qualification in any field.
- 3 to 5 years of relevant experience in the travel industry, particularly in customer service, handling client feedback, resolving complaints, and monitoring satisfaction metrics.
- Bilingual in English and Mandarin (spoken and written), with the ability to liaise with associates and clients.
- Mature, well-organised, and able to take initiative with the ability to work independently.
- Excellent communication and public relations skills with a pleasant and professional demeanour.
- Proficiency in MS Office (Word, Excel, PowerPoint).
Please include the following in your application:
- A recent photograph
- Reason for leaving your last employment
- Current and/or last drawn salary
- Expected monthly salary
- Availability
